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
• Champion standardization and best practices across customer service operations

Additional responsibility (Only applicable to customer facing roles)

Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day

Qualifications

Education

• Bachelor's degree in Business Administration, Supply Chain, Life Sciences, or a related field or equivalent work experience
• Advanced degree or certifications in leadership, supply chain, or quality systems, an asset

Experience

• 7+ years of customer service or customer operations experience is required, preferably within pharmaceutical, healthcare, or other regulated industries
• 5+ years of people management experience leading customer service or operations/logistics teams is required.
• Strong experience working within ERP systems (e.g., SAP) is required
• Strong experience working with 3PL, within the Canadian pharmaceutical market an asset

• Experience in customer service with Innovative Medicines, Brands, Generics and Biosimilar sectors an asset

Skills & Competencies

• Expertise in Order to Cash processes within pharmaceutical sector is required
• Proven people leadership and coaching capabilities is required
• Strong strategic thinking and operational execution skills
• Deep understanding of pharmaceutical distribution, GDP, and regulatory environments
• Excellent communication, conflict management, and stakeholder influence skills

• Data-driven mindset with strong analytical and reporting skills
• High attention to detail and ability to manage complexity in a fast-paced environment
• Bilingual would be an Asset
• Past experience managing Customer Service Teams- pharma

Working conditions

Hybrid work environment (4 days per week in Mississauga office)

Occasional extended hours during peak business periods or issue escalations

Physical requirements

Hybrid role

Direct reports

Customer Service Representatives

This posting is for an existing vacancy.

The presently-anticipated base compensation pay range for this position is $114,500 to $140,000. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; RRSP savings plan; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.

The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).