Job Description
Jubilant Cadista Pharmaceuticals is a multifaceted global generic pharmaceutical company that embraces a virtual model, leveraging technology and remote collaboration. Our agile teams work seamlessly across geographies, allowing us to adapt swiftly to market dynamics and customer needs. Recognizing industry trends, we strategically shifted our focus toward contract manufacturing (CMO) to diversify product sourcing. Beyond our own product lines, we collaborate with other pharmaceutical companies to manufacture products under contract, enhancing efficiency and fostering innovation. Position Summary Under minimal supervision, this position cultivates the established relationships with customers through accountability, innovation, commitment and leadership. The Customer Support Specialist is responsible for leading customer support operations while maintaining strong, proactive relationships with key customers. This role supervises day-to-day customer service activities, partners closely with National Accounts and cross-functional teams, and ensures accurate order management, pricing, licensing compliance, and issue resolution. The position combines strategic oversight with hands-on execution to drive customer satisfaction, operational efficiency, and regulatory compliance. Essential Functions: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.) Customer & Account Management Lead and advise on customer account management strategies for high-profile and strategic customers. Serve as a primary escalation point for complex customer inquiries, complaints, and service issues. Proactively monitor customer accounts for potential concerns related to pricing, backorders, shipments, and cancellations. Maintain strong working relationships with customers to ensure positive and consistent service experiences. Supervision & Leadership Supervise and provide guidance to customer service personnel, ensuring service standards and performance expectations are met. Make recommendations to leadership to improve customer service processes, workflows, and system utilization. Support training and development of customer support staff on procedures, systems, and compliance requirements. Order Management & Systems Oversee end-to-end order management processes, including order entry, tracking, modifications, and issue resolution. Maintain and monitor retail pricing, item blocking, and customer master data in SAP. Act as liaison with Contract, EDI, SAP, and cross-functional teams to support new customer setup and system enhancements. Assist in testing system changes and initiatives to improve order management and customer service performance. Reporting & Analysis Create, analyze, and distribute customer-specific reports related to pricing, backorders, shipments, CUT/cancellation activity, and service metrics. Translate data and trends into actionable insights and recommendations for leadership. Regulatory & Compliance Ensure compliance with customer licensing and regulatory requirements, including: Federal DEA State Boards of Pharmacy State Controlled Substance State Medical Device regulations Monitor documentation accuracy and completeness to support audit readiness Product & Program Support Triage and manage calls related to consumers, healthcare providers, patient assistance programs, and product support inquiries. Participate in product launch planning and support new product launches following FDA approval. Product & Program Support Comply with all company policies, procedures, safety regulations, and cGMP requirements. Perform related duties as assigned based on business needs. Experience and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the experience and qualifications required : Education Bachelor’s degree in business, marketing, data or finance