Associate Director, Customer Service

Job Title: Associate Director, Customer Service

Department/Number: Supply Chain Operations/32

Position reports to (job title): Senior Director, Supply Chain Operations

Purpose of Position: The Associate Director of Customer Service in the US will consistently deliver a high standard of operational performance on supply of Zogenix products to customers. This position will be responsible for Customer Service Function and will manage Third Party Logistics Service Provider (3PL).

Primary Responsibilities and Duties:

• Manage all activities at 3PL including order processing, support new customer setup and maintenance, returns, and customer service.
• Support internal and external customers.
• Act as first line of referral for customer issues.
• Resolve customer issues with minimal supervision. Determine when it is appropriate to escalate customer issues to management.
• Coordinate inventory management including incoming and outgoing shipments.
• Provide commercial distribution and logistics support.
• Represent Supply Chain Operations on commercial project teams.

Skills Required:

• Ability to communicate effectively, verbally and in writing, and demonstrate good interpersonal skills interdepartmentally and with external vendors and contractors.
• Strong understanding of the US and EU pharmaceutical regulations.
• Experience with inventory management systems, distribution and commercial supply operations.
• Hands-on individual who appreciates the opportunities offered by a small, fast-growing company.
• Strong project management skills.
• Strong background in customer relations and service.

Minimum Education Typically Required: BS or equivalent

Amount of Experience Typically Required: Minimum of 7 years experience managing commercial drug distribution and related activities.