Senior Customer Operations Lead | Cross-Functional & Process

Boehringer Ingelheim Pharmaceuticals, Inc.; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations to align operations with business objectives and enhance the customer experience across channels.

You will translate strategic priorities into actionable initiatives and drive programs with cross-functional teams. This role focuses on ensuring reliable operations, vendor collaboration, and continuous improvement of customer service processes, with opportunities to influence regional and global

Qualifications

• Bachelor's Degree required or eight years in customer service-related industry in lieu of degree.
• Four or more years in customer service, sales, animal health or related field.
• Ability to build and maintain cross-functional relationships.
• Ability to travel up to 15%.

Responsibilities

• Act as cross-functional liaison between Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, IT, and Customer Experience.
• Coordinate with onshore/offshore vendor teams and maintain vendor compliance reporting.
• Monitor real-time service levels and schedule adherence within the SOW.
• Track performance metrics for commercial updates and decision making.
• Triage system issues (ERP, CRM, Telephony; e.g., Genesys, EDI, Salesforce) and route escalations.
• Support EDI transactions and triage related issues with EDI SR Specialist and SR Analyst.

Skills

Cross-functional collaboration

Influence & persuasion

Communication skills

Problem solving

Travel readiness

Customer service mindset

Education

Bachelor's Degree (Business/Marketing/Animal Health)

Tools

ERP

CRM

Salesforce

Job description

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations to align operations with business objectives and enhance the customer experience across channels.

You will translate strategic priorities into actionable initiatives and drive programs with cross-functional teams. This role focuses on ensuring reliable operations, vendor collaboration, and continuous improvement of customer service processes, with opportunities to influence regional and global