Senior Manager, Customer Service

Driven by a bold pursuit of science and fueled by an unwavering commitment to patients, Sun Pharma is a leading global pharmaceutical company, providing high-quality medicines trusted by healthcare professionals and patients.

As part of our mission to Reach People and Touch Lives, we deliver Innovative Medicines, Generics and Consumer Healthcare products that improve the lives of millions of people. With a broadly diversified portfolio of products that span multiple therapeutic areas, we improve access to effective, affordable treatments that promote better health and well-being.

Job purpose

The Senior Manager, Customer Service Canada Commercial is responsible for leading, coaching, and developing a team of five Customer Service Representatives while ensuring the delivery of exceptional customer experiences across pharmaceutical operations. This role provides strategic oversight of order management, customer support, using regulatory compliance, acting as a critical liaison between customers and internal stakeholders including Sales, Supply Chain, Quality, Finance, and Regulatory Affairs for Innovative Brands, Generics and Biologics/Biosimilars. In addition, this role will work closely with the Third-Party Logistics Manager to measure and improve an exceptional customer experience from our 3PL and distribution partners.

The Senior Manager, Customer Service Canada Commercial will also take on some account management responsibilities for our growing Private Label Generic business. The successful candidate will provide order support, fulfillment, invoicing and constant communication for corporate clients and Private Label Generics, responsibility will be to lead and utilize the CS team to deliver required management

The Senior Manager, reporting into the Sr Director of Commercial Operations, Generics and Consumer Heath ensures operational excellence, compliance with Good Distribution Practices (GDP), and continuous improvement across customer service processes in a highly regulated environment.

Duties and responsibilities

Leadership & People Management

• Lead, mentor, and develop a team of five Customer Service Representatives, fostering a culture of accountability, engagement, and continuous improvement
• Set clear performance expectations, conduct regular coaching, and manage performance reviews
• Support onboarding, training, and professional development aligned with business needs and regulatory requirements
• Ensure appropriate coverage, workload balance, and succession planning
• Create a new standard of service delivery and customer care across all commercial business in Canada
• Work collaboratively with stakeholders to ensure 100% compliance and reporting responsibility. Delivering metric outcomes to track performance.

Customer Service Strategy & Operations

• Oversee day-to-day customer service operations, including order processing, inquiry management, and issue resolution across team and all commercial businesses.
• Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure service quality, efficiency, and customer satisfaction
• Analyze customer service metrics and trends to identify risks, opportunities, and process enhancements
• Serve as escalation point for complex customer issues and high-impact service disruptions
• Act as Point of Contact for Gx Private Label business, ensuring timely forecasting, ordering and delivering on MTO commitments
• Work closely with Corporate Account Team on managing Private Label business opportunities

Order Management & Supply Chain Coordination

• Ensure accurate and timely order-to-cash execution through ERP systems (e.g., SAP)
• Partner closely with Sales, Marketing, Supply Chain, Logistics, and Warehouse teams to manage allocations, backorders, and delivery challenges
• Oversee returns, credits, invoicing discrepancies, and allocations.

Compliance, Quality & Risk Management

• Ensure compliance with Good Distribution Practices (GDP), company SOPs, and applicable regulatory requirements
• Oversee customer complaint handling and ensure appropriate documentation and escalation, including pharmacovigilance and adverse event reporting
• Support internal and external audits and inspections by maintaining accurate records and controls
• Proactively identify compliance risks and implement corrective and preventive actions (CAPAs)

Cross-Functional Collaboration & Stakeholder Management

• Act as a strategic partner to Innovative Products, Branded, Generics and Consumer Healthcare Sales and Commercial Operations, Finance, Quality Assurance, Regulatory Affairs, and IT
• Support commercial initiatives by providing insights on customer behavior, service trends, and account performance
• Contribute to business planning, forecasts, and customer communication strategies

Continuous Improvement & Systems Optimization

• Lead initiatives to improve processes, workflows, and system usage to enhance efficiency and customer experience
• Support ERP/CRM enhancements, testing, and user adoption
• Champio