Customer Service Manager at Pharmgate Inc – Wilmington, North Carolina

Job Title: Customer Service Manager Reports

To: Vice President, Sales & Marketing Department: Sales & Marketing

Classification: Exempt, Full Time

JOB SUMMARY: The Customer Service Manager will provide sales support and superior customer service to domestic and international accounts, customers and staff. This role is responsible for developing service processes, coaching team members, resolving escalated issues, and driving continuous improvement to enhance customer satisfaction.

SUPERVISORY RESPONSIBILITIES: • Lead, train and develop customer service team members. • Conduct performance evaluations and provide ongoing coaching. • Oversee workload distribution and daily workflow.

KEY RESPONSIBILITIES: • Manage all daily customer service operations to ensure timely and accurate response to customer inquiries. • Receive and respond to customer complaints and communicate effective solutions per Pharmgate Animal Health’s guidelines. • Accurately process and confirm customer sales orders to meet customer requirements. • Coordinate and confirm customer orders and shipments with Pharmgate distribution centers. • Coordinate and confirm transportation arrangements for shipment or pick up of product. • Process customer invoices daily, reviewing product sales price, customer discounts and freight fees for accuracy. • Follow internal and external Regulatory, Quality, and FDA guidelines as applicable, including customer complaints, product damage forms, etc. as outline in Pharmgate’s Standard Operating Procedures. • Communicate customer activity with Account Managers as needed. • Review and monitor sales documents such as contracts, program spiffs, etc. • Generate and track the status of new customer documents, including contact names, shipping locations, payment terms, credit references, etc. Coordinate with VP Finance payment terms in accordance with established guidelines. • Attends sales seminars, sales meetings or educational activities to stay up-to[date on developments, trends and regulations in the marketplace. • Participate in cross functional groups to understand current marketing campaigns, product direction and customer satisfaction.