Senior Customer Service Representative

ANI Pharmaceuticals, Inc.; Princeton (NJ); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Life and disability insurance

Retirement savings plans

Paid leave and holidays

Job summary

ANI Pharmaceuticals, Inc. is seeking a Senior Customer Service Representative in Princeton, NJ. The CSR will be the primary contact for customers, wholesalers, distributors, and healthcare providers, handling orders, product information, shipments, and issue resolution.

The role requires strong communication, meticulous attention to detail, and collaboration with a 3PL partner to ensure compliant order fulfillment in a regulated pharmaceutical environment.

Qualifications

• Pharma distribution knowledge and regulatory awareness preferred.
• Experience coordinating with 3PL partners and warehouses.
• Familiarity with FDA, DEA, and DSCSA requirements.

Responsibilities

• Serve as the primary contact for customers, wholesalers, distributors, and healthcare providers regarding orders and shipments.
• Build and maintain relationships with distributors and healthcare providers.
• Communicate proactively via phone, email, and ordering platforms.
• Manage new customer setup and account maintenance.
• Provide timely updates on order status, delays, and product availability.
• Enter and process purchase orders in line with contracts and pricing.
• Collaborate with the 3PL to track orders and resolve delivery issues.
• Coordinate internal communication for backorders and product launches.
• Oversee product returns, replacements, and recalls per SOPs.

Skills

Communication

Attention to detail

Order management

Problem solving

Cross-functional collaboration

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

SAP

Oracle

JD Edwards

Job description

The Senior Customer Service Representative (CSR) will be a primary point of contact for customers, wholesalers, distributors, healthcare providers, and internal stakeholders regarding order management, product availability, shipments, and issue resolution.

This role requires strong communication skills, attention to detail, and the ability to work closely with a third-party logistics (3PL) partner to ensure seamless order fulfillment and compliance with pharmaceutical distribution requirements. The CSR will serve as a liaison between customers and internal departments (Sales, Finance, Operations, Regulatory, Quality, and IT) while maintaining compliance with pharmaceutical regulations.

Responsibilities

Customer Support & Relationship Management

• Serve as the first point of contact for customer inquiries related to orders, product information, shipments, returns, and general service
• Build and maintain strong relationships with wholesalers, specialty pharmacies, healthcare providers, and distributors
• Communicate professionally and proactively via phone, email, and ordering platforms
• Manage new customer setup and account maintenance
• Provide timely updates regarding order status, delays, and product availability
• Enter and process customer purchase orders in alignment with contracts, pricing, and distribution policies
• Partner with the 3PL to track orders and resolve delivery issues
• Coordinate internal communication for backorders, allocations, and product launches
• Manage product returns, replacements, and recalls in accordance with company SOPs and industry regulations

Collaboration with 3PL (Third-Party Logistics Provider)

• Act as the day-to-day contact with the 3PL for order processing, warehousing, inventory, and shipping
• Investigate and resolve discrepancies in shipments, delivery records, and inventory counts
• Escalate logistics issues as needed and ensure timely resolution

Compliance & Documentation

• Ensure adherence to FDA, DEA, and DSCSA requirements for order processing, especially regarding controlled substances
• Maintain accurate and auditable records of customer interactions, transactions, and issue resolution
• Support product traceability and serialization compliance initiatives

Reporting & Process Improvement

• Provide regular sales activity and order fulfillment reporting
• Identify recurring service issues and recommend process enhancements
• Assist in the development and refinement of customer service SOPs Skills
• Strong verbal and written communication; ability to engage professionally with a wide range of stakeholders
• High attention to detail, accuracy, and documentation standards
• Customer-focused mindset with a commitment to high-quality service
• Proven problem-solving abilities; able to anticipate issues and resolve them quickly
• Organized and efficient in managing multiple priorities in a fast-paced, regulated environment
• Collaborative team player with ability to work independently when needed
• Proficiency in Microsoft Office (Excel, Outlook, Word) and ERP/order management systems (SAP, Oracle, JD Edwards, etc.)
• Knowledge of pharmaceutical compliance standards (FDA, DEA, DSCSA, PDMA) preferred

Requirements

• High school diploma or equivalent required; Bachelor's degree preferred
• Minimum 8 years of customer service or order management experience
• Pharmaceutical industry experience required, generic pharmaceuticals preferred
• Experience working with a 3PL or logistics/distribution partner highly preferred
• Ability to manage urgent situations, product shortages, and time-sensitive requests
• Strong organizational and multitasking skills
• Ability to work in a hybrid model with in-office presence in Princeton, NJ

The base salary range for this position is $85,000 to $105,000; the exact salary depends on various factors such as experience, skills, education, location, competencies and industry-specific knowledge.

ANI Pharmaceuticals offers a variety of benefits to eligible employees, including health insurance coverage, life and disability insurance, retirement savings plans, paid leave programs, paid holidays and paid time off. Many of these benefits are subsidized or fully paid for by the company.

About Us

Welcome to ANI Pharmaceuticals, where we are dedicated to improving and enhancing patients' lives through the manufacturing and distribution of high-quality pharmaceutical products.

With a diverse portfolio of generic and branded pharmaceuticals, ANI is a trusted partner for healthcare providers, pharmacists, and patients alike. We understand the importance of accessibility, and our products are available across a wide range of therapeutic areas, contributing to the well-being of communities globally.

At ANI Pharmaceuticals, there are opportunities to contribute to our purpose every day. We value authenticity, knowledge, and hard work, we strive to celebrate our employees in a positive environment. Our culture empowers everyone to be successful and apply our full potential.

Job Info

• Job Identification 1495
• Posting Date 10/05/2026, 05:02 PM
• Job Schedule Full time
• Locations 104 Carnegie Center Drive, Suite 300, Princeton, NJ, 08540, US (Hybrid)