Specialist, Customer Support

Jubilant Cadista Pharmaceuticals is a multifaceted global generic pharmaceutical company that embraces a virtual model, leveraging technology and remote collaboration. Our agile teams work seamlessly across geographies, allowing us to adapt swiftly to market dynamics and customer needs. Recognizing industry trends, we strategically shifted our focus toward contract manufacturing (CMO) to diversify product sourcing. Beyond our own product lines, we collaborate with other pharmaceutical companies to manufacture products under contract, enhancing efficiency and fostering innovation.

Position Summary

Under minimal supervision, this position cultivates the established relationships with customers through accountability, innovation, commitment and leadership. The Customer Support Specialist is responsible for leading customer support operations while maintaining strong, proactive relationships with key customers. This role supervises day-to-day customer service activities, partners closely with National Accounts and cross-functional teams, and ensures accurate order management, pricing, licensing compliance, and issue resolution. The position combines strategic oversight with hands-on execution to drive customer satisfaction, operational efficiency, and regulatory compliance.

• Lead and advise on customer account management strategies for high-profile and strategic customers.
• Serve as a primary escalation point for complex customer inquiries, complaints, and service issues.
• Proactively monitor customer accounts for potential concerns related to pricing, backorders, shipments, and cancellations.
• Maintain strong working relationships with customers to ensure positive and consistent service experiences.

Supervision & Leadership

• Supervise and provide guidance to customer service personnel, ensuring service standards and performance expectations are met.
• Make recommendations to leadership to improve customer service processes, workflows, and system utilization.
• Support training and development of customer support staff on procedures, systems, and compliance requirements.

Order Management & Systems

• Oversee end-to-end order management processes, including order entry, tracking, modifications, and issue resolution.
• Maintain and monitor retail pricing, item blocking, and customer master data in SAP.
• Act as liaison with Contract, EDI, SAP, and cross-functional teams to support new customer setup and system enhancements.
• Assist in testing system changes and initiatives to improve order management and customer service performance.

Reporting & Analysis

• Create, analyze, and distribute customer-specific reports related to pricing, backorders, shipments, CUT/cancellation activity, and service metrics.
• Translate data and trends into actionable insights and recommendations for leadership.

Regulatory & Compliance

• Ensure compliance with customer licensing and regulatory requirements, including:
  1. Federal DEA
  2. State Boards of Pharmacy
  3. State Controlled Substance
  4. State Medical Device regulations
  5. Monitor documentation accuracy and completeness to support audit readiness

Product & Program Support

• Triage and manage calls related to consumers, healthcare providers, patient assistance programs, and product support inquiries.
• Participate in product launch planning and support new product launches following FDA approval.

Product & Program Support

• Comply with all company policies, procedures, safety regulations, and cGMP requirements.
• Perform related duties as assigned based on business needs.

Experience and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the experience and qualifications required:

Education

• Bachelor's degree in business, marketing, data or finance.

Industry Experience Required

• Four (4) to Six (6) years of relevant work experience in the generic pharmaceutical industry.
• Experiencing working with SAP software and similar ERP systems.

Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required:

Computer Skills:

• Knowledge of computers with proficiency in using MS Office, MS Outlook and business software systems commonly used in the pharmaceutical industry such as SAP, CRM or MRP.
• Highly proficient in MS Office applications including, Outlook, Word, Excel, Project, Visio and PowerPoint.

Analytical /Problem Solving Skills:

• Strong strategic management skills and abilities. Ability to develop new ways of administering business and lead unprecedented projects.

• Ability to summarize detailed data into an actionable recommended for audiences of varying backgrounds.

Organization Skills:

• Ability to manage multiple projects simultaneously, with great attention to detail.
• Ability to work in a fast paced, results and deadline drive environment.

Communication Skills:

• Skills in writing concise, logical, grammatically correct analytical reports, policies and procedures as well as general office communications.
• Must demonstrate a collaborative work style, with a strong ability to build relationships, gain credibility and partner with internal customers and co-workers. Strong organizational, communication and project management skills.
• Ability to deal directly with single issues of the customer's through connecting with them by email, phone, fax, internet or at times interact with them personally. Examines the circumstances and decide the right measure.

Customer Relations Skills:

• Demonstrated skills and abilities in establishing rapport and gaining the trust of others.
• Ability to establish and maintain cooperative working relationships.
• Aptitude to organize objectives and delegate responsibilities where applicable.

Working Environment: The working environment demands of this job are physically and environmentally centered on characteristics and abilities involved in this work. The work environment considers the risks and discomforts in the physical surroundings and the nature of the work assigned to ensure that all safety regulations and techniques required to perform the job are precautions practical to eliminate all risks.

Physical

• Work is sedentary. No special physical demands required to perform this work.

Environmental

• Work is regularly performed inside in an office.
• The work area involves everyday risks or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, etc. Use of safe work practices with office equipment required.
• Work area is adequately lighted, heated and ventilated.
• Domestic and international travel involved.

It is the policy of Jubilant Cadista Pharmaceuticals, Inc. (herein "Cadista") to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Cadista will provide reasonable accommodations for otherwise qualified disabled individuals.