Senior Customer Operations Lead — Cross-Functional Strategist

Boehringer Ingelheim Pharmaceuticals, Inc.; Johns Creek (GA); On-site; USD 90,000 - 110,000; Full time

Job summary

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations responsible for aligning customer operations with business objectives and the customer experience strategy.

You will plan, execute, and continuously improve operations, systems, and vendor partnerships to deliver a consistent, customer-centric experience across channels. This role requires collaboration across Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory and IT, with a

Qualifications

• Bachelor's Degree or 8+ years in a customer service-related industry.
• Minimum 4 years’ experience in customer service, sales, animal health or related field

Responsibilities

• Act as cross-functional liaison among Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, IT and others as needed.
• Coordinate with onshore and offshore vendor teams; resolve daily operational hurdles and escalations and maintain vendor compliance reporting.
• Monitor real-time service levels and schedule adherence to ensure external teams meet SOW expectations.
• Maintain performance metrics for commercial updates and drive continuous process improvements.
• Triages systems (ERP, CRM, Telephony) and routes escalations to appropriate teams.

Skills

Cross-functional collaboration

Influence

Communication flexibility

Problem solving

Stakeholder management

Travel readiness

Education

Bachelor's Degree

Tools

ERP

CRM

Salesforce

Genesys

EDI

Job description

Boehringer Ingelheim Pharmaceuticals, Inc. is seeking a Senior Specialist, Customer Operations responsible for aligning customer operations with business objectives and the customer experience strategy.

You will plan, execute, and continuously improve operations, systems, and vendor partnerships to deliver a consistent, customer-centric experience across channels. This role requires collaboration across Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory and IT, with a