SR Specialist, Customer Operations
Description
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
The Senior Specialist, Customer Operations, ensures Customer Operations is aligned with Boehringer Ingelheim’s business objectives and customer experience strategy. This role supports the planning, execution, and continuous improvement of customer operations, systems, and vendor partnerships. The incumbent translates strategic priorities into actionable initiatives, drives execution of business programs, and promotes a consistent, customer-centric experience across all channels.
Duties & Responsibilities
- Primary cross-functional liaison between Customer Care, Marketing, Finance, Demand Planning/Supply Chain, Regulatory, IT, Customer Experience and other departments as needed.
- Serve as frontline point of contact for onshore and offshore vendor teams, resolving daily operational hurdles and technical escalations. Maintain reporting for vendor compliance.
- Monitor real time service levels and schedule adherence to ensure external teams are meeting expectations as outlined in the SOW.
- Maintain performance metrics to support AD in preparation of commercial business updates.
- Identify and manage systemic errors or routing issues within system (ERP, CRM, Telephony) and coordinate with partners for rapid resolution.
- Triage systems such as Hardware, Genesys, EDI, and Salesforce. Route escalation inquiries to appropriate parties and manage escalations to completion.
- Support EDI Agency transactions and triage EDI issues with EDI SR Specialist and SR Analyst.
Requirements
- Bachelor's Degree required with Business, Marketing, animal health or related major preferred. In lieu of degree, a minimum of eight (8) years of experience in a customer service-related industry.
- Minimum of four (4) years’ experience in customer service, sales, animal health or related field
- Demonstrated ability to build and maintain strong cross-functional relationships
- Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict
- Ability to adapt to audience using varying communication styles and methods
- Ability to solve problems
- Strong time management skills
- Working knowledge of software applications, ERP, CRM, and other applications as needed
- Ability to travel up to 15%
Eligibility Requirements:
- Must be legally authorized to work in the United States without restriction.
- Must be willing to take a drug test and post-offer physical (if required).
- Must be 18 years of age or older.
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