SR Specialist, Customer Operations (Johns Creek, GA, United States, Georgia)
Notify me about similar jobsAbout this opportunity
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.
#AHCSC26
Job details
How this role compares
Computed from every other active Commercial & General Management role in our database, not just this employer's listings.
We currently track 42 comparable Senior Commercial & General Management roles across 12 biopharma companies.
Salary context
7 of 42 peers report a salary range (USD, annualized)
Peers share this role's job function and a matching or adjacent seniority level -- not necessarily the same therapeutic area or country.
Where these roles are based
Top locations among the 42 comparable roles
+ 13 more countries
Seniority mix
42 of 42 peers have a known seniority level
Therapeutic area mix
5 of 42 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
Notify me about similar jobs
Get an email when we spot other openings like this one – same job function, comparable seniority, roles you'd actually want to see.
Or follow a whole field: get every new Commercial & General Management job in the United States, and choose locations and companies.
How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.