Supervisor, Customer Service

Endo Pharmaceuticals; Hazelwood (MO); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Par Health in the United States is seeking a Supervisor, Customer Service to lead a global team of Customer Service Representatives and oversee order management. The role focuses on designing policies and tools to deliver superior care and drive efficiency.

With 5-7+ years in customer service and at least 2 years in supervision, the candidate will excel in communication, analysis, and cross-functional collaboration across Supply Chain, Finance, IS, Sales and Marketing. Some travel is required.

Qualifications

• BS/BA in Business or related field (preferred) or commensurate experience.
• 5-7+ years experience including Customer Service, distribution, inventory management, invoicing, marketing and sales
• At least 2+ years of supervisory experience

Responsibilities

• Supervise Par Health Customer Service team and lead day-to-day operations.
• Establish and monitor metrics to track departmental performance.
• Constantly improve productivity and service through best practices and improvement projects.
• Coordinate and facilitate activities with Trade Compliance and Commercial Operations.
• Represent the department in cross-functional meetings with Supply Chain, Finance, IS, Sales, Marketing, Manufacturing.
• Enter and maintain database records of customer profiles and reports.

Skills

Leadership

Customer service

Communication skills

Analytical thinking

Problem solving

Teamwork

Multitasking

Education

BS/BA in Business or related field

Job description

Why Us?

At Par Health, we believe great healthcare is built on getting the essentials right. We're looking for passionate, talented individuals who share our commitment to improving lives. With a global workforce, we lead with pride and purpose-prioritizing quality and safety while fostering a culture of continuous improvement, accountability, and teamwork. Elevating the Essentials isn't just our tagline, it's the higher standard we live by every day.

Job Description Summary

The Supervisor, Customer Service is responsible for leading a team of Customer Service Representatives serving as the frontline contacts for Par Health products globally. The Supervisor implements and designs operational policies, processes, and tools to support the organization’s aim of providing superior customer service. This position is responsible for handling all aspects of the order management process. This supervisory role is an active contributor of the Customer Service team with responsibilities covering daily customer service duties inclusive of, but not limited to, high level/complex issue resolution and/or escalation to management as well as day to day orders and customer inquiries. The successful candidate's main focus is the department's excellence in customer care and satisfaction while driving efficiency and process improvement.

Job Description

ESSENTIAL FUNCTIONS:

• Supervision of the Par Health Customer Service team.
• Lead the day-to-day operations of the Customer Service department as they relate to all customer care activities.
• Establish and monitor the necessary metrics to track key activities and measures departmental performance.
• Constantly improve productivity and service through researching best practices and leading improvement efforts/projects.
• Assist with the development of current and future state value stream maps and continuous improvement plans, as well as the implementation of those plans.
• Coordinate and facilitate activities that respond to customer and market needs through collaboration with Trade Compliance and Commercial Operations.
• Monitor and adhere to departmental budget.
• Represent the department in cross-functional team meetings with Supply Chain, Finance, IS, Sales, Marketing, Commercial Operations, Quality and Manufacturing.
• Serve as customer advocate and provide high level problem resolution and elevate issues to management.
• Enters and maintains database records of customer profiles and prepares and maintains status reports.
• Processes and adjusts database for returned goods by entering orders, credits, etc.
• All other duties as assigned.

MINIMUM REQUIREMENTS:

Education:

• B.S. / B.A. in Business or related field (preferred) or commensurate experience.

Experience:

• 5-7+ years experience including Customer Service, distribution, inventory management, invoicing, marketing and sales
• Pharmaceutical experience strongly preferred.
• At least 2+ years of supervisory experience required.

Skills/Qualifications/Competencies

• Excellent oral and written communication skills required.
• Exceptional interpersonal skills required.
• Professional presentation skills.
• Analytical and problem solving skills for project work and systems/process improvements.
• Proven leadership and supervisory skills for staffing, development, performance coaching, and recognition of results.
• Flexibility and teamwork skills.
• Working knowledge of the fundamentals of Supply Chain operations.
• Ability to take complete ownership of assigned functions as well as interface with related functions.
• Independent, self-starter who needs little guidance or follow-up once projects/tasks are assigned.
• Proficient at multi-tasking, well organized and reliable for consistent decision making and follow through.
• Demonstrated auditing and corrective action proficiency.
• Excellent problem solving and decision making skills.
• Ability to manage and drive change.

WORKING CONDITIONS :

• Normal office conditions
• Travel required (

OPERATIONAL RELATIONSHIPS : Frequent communication and working relationships with manufacturing sites, distribution centers, different functions within and outside the company (quality, commercial operations, supply chain, distribution, finance, marketing).

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

EEO Statement:

We comply with all applicable federal, state, and local laws prohibiting discrimination and harassment, and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or genetic information, or any other classification protected by federal, stat