Associate Director, Customer Service

Purdue Pharma L.P. and its subsidiaries develop, manufacture and market medications to meet the evolving needs of healthcare professionals, patients, and caregivers. We were founded by physicians, and we are currently led by a physician. Beyond our efforts to provide quality medications, Purdue is committed to supporting national, regional and local collaborations to drive innovations in patient care. Privately held, Purdue is pursuing a pipeline of new medications through internal research & development and strategic industry partnerships.

For close to two decades Purdue has engaged in many initiatives to stem prescription opioid abuse. We are committed to bringing lifesaving relief to communities and individuals suffering from substance use disorder and overdose. We are currently developing or supporting the development of two essential life-saving opioid overdose reversal medications and have the capability to manufacture others for medication assisted treatment. Providing these medicines has the potential to improve and save countless lives.

We are driven by our purpose: Compassion for patients and excellence for science inspire our pursuit of new medicines.

We are building an exciting path forward, and we are committed to recruiting a dedicated team of professionals who advance our expertise through a commitment to Purdue's Values: Integrity and Courage, underpinned by Innovation, and always in Collaboration with each other.

At Purdue Pharma and our subsidiaries, you have a unique career opportunity to work differently, uncover and seize new opportunities, and take a hands-on, ownership approach to your work. We go beyond traditional roles and find creative ways to extend our skills and interests, challenging ourselves to contribute in different, meaningful ways. We strive to create an environment where you can bring your best to work each day. We welcome the opportunity to have you on our team!

Job Summary

Leads daily operations of the Customer Service function for Purdue Pharma L.P. and its subsidiaries, managing a team responsible for order processing, returns, credits, Tracelink updates, customer inquiries, and issue resolution. Manages all domestic and export order fulfillment, return/credit processes and logistics, recall management, and related reporting and analysis. Ensures all Customer Service activities comply with the Voluntary Injunction, departmental SOPs, and government price reporting requirements.

Primary Responsibilities

• Directs domestic and export order-to-invoice processes and manages return and credit processing functions and all related reporting, adhering to the varying SOPs and policies across the Company and applicable DEA, FDA and state Controlled Substance regulations. Collaborates and communicates frequently with the government pricing team to ensure Customer Service order, return, and credit functions provide accurate and sufficiently detailed information for the Company to appropriately be compliant with government pricing requirements.
• Leads training and development for the Customer Service team. Develops and maintains training manuals, standard operating procedures and working practice documents for Customer Service. Ensures proper internal controls, compliance with the Voluntary Injunction, and compliance with relevant Company policies.
• Oversees handling of Company's 1-800 Customer Service lines, ensuring management of all inquiries in the most efficient, accurate and timely manner, including appropriate call logging and routing per relevant SOPs.
• Manages and maintains price lists and the Company's General Terms and Conditions of Sale, securing necessary approvals and alignment with internal stakeholders. Oversees the material review process and ensures timely internal and external distribution once approved. Communicates product updates and price changes to pricing compendia and responds to related inquiries.
• Leads Customer Service activities for product launches, line extensions, and promotions. Partners closely with Trade and Supply Chain teams to ensure seamless execution. Oversees the maintenance of the Tracelink customer data repository program, and coordinates and collaborates on strategic Customer Service-related initiatives across business areas.
• Coordinates Company product recalls, leading and monitoring the implementation, tracking, product return progress, event audits, and closure of all company recalls and withdrawals, including monthly FDA Status Reports and a bi-annual executive recall summary. Primary point of contact with our recall vendor. Works with Compliance and Regulatory to develop and maintain Recall/Withdrawal SOPs. Remains current with the latest FDA recall/withdrawal expectations and regulations.
• Serves as the Company lead for product returns, overseeing contracted return vendors and ensuring compliance with all return policies, contractual requirements, and approved exception parameters. Monitors return trends with Corporate Security to identify potential diversion while keeping the Trade/Sales teams informed of unusual activity.
• Implements the Customer Service components of the Charitable Contribution of Product Program in coordination with Ethics & Compliance Department and applicable SOPs. Oversees PHI product shipments in partnership with the Executive Director, Clinical Outreach & PHI Engagement, ensuring required approvals are obtained prior to shipment.
• Leads the Pharmacy credit/claims process, ensuring compliance with SOPs. Coordinates with the Product Monitoring and Adverse Events departments to process, evaluate, approve or deny claim documentation, and maintain all records in a central repository.
• Responsible for securing appropriate documentation and approvals prior to forwarding customer maintenance requests to The Disbursements Group with respect to customer account changes or new accounts.

Education and Experience Requirements

• Minimum 15+ years' relevant experience with a minimum of 7 years' experience in customer service management. Pharmaceutical experience in a Commercial, Finance or Technical Operations management role, with leadership experience and insight into Trade, Technical Operations or Customer Service may be considered.
• Requires a BS or BA degree; preferably in Business or Finance. Graduate degree a plus.

Necessary Knowledge, Skills, and Abilities

• Experience managing and training a team of people.
• Proficient in SAP, Excel, MicroSoft Office suite and similar systems.
• Requires a thorough understanding of all facets of Customer Service and order management, as well as FDA, DEA and other relevant regulations.
• Ability to communicate effectively in writing and verbally and have good negotiation skills, leadership skills, customer service and organizational skills.
• Aptitude in analysis and a knowledge of multiple business systems.
• Strong decision-making is essential with the ability to problem-solve and resolve a wide range of critical customer and departmental issues.
• Excellent interpersonal skills required to effectively serve as liaison with Sales, Marketing, Accounting, Credit, Information Technologies, warehouse personnel, etc.

Supervisory Responsibilities (if Applicable)

• Manages a team of four Customer Service Representatives

We are an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to: actual or perceived race, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), national origin, ancestry, citizenship status, religion, color, age, creed, sexual orientation, marital status, gender identity or gender expression (including transgender status), protected medical condition as defined by applicable state or local law, genetic information, physical or mental disability, veteran status and military service, or any other characteristic protected by local, state, or federal laws and ordinance.

For more information about your rights under Equal Employment Opportunity, visit:

• EEOC Know Your Rights
• USERRA Rights
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act (EPPA)
• E-Verify (English and Spanish)
• Right to Work (English and Spanish)

We strive to make our Career opportunities website accessible to all users. If you need an accommodation to participate in the application or hiring process, please email the Talent Acquisition team at careers@pharma.com. This email is not for general employment inquiries or vendors; rather it is strictly for applicants who require assistance.

The Company does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for any fees, commission, or any type of payment related to unsolicited resumes or CVs except as required in a written agreement between the Company and the recruitment agency or party requesting payment of a fee.

Under certain state law, we may be required to provide a reasonable estimate of the salary range for the jobs covered by this description. Actual salary determinations will take into account factors such as work location, prior education or training and experience, job related knowledge, and demonstrated skills aligned with the Company's internal leveling guidelines and benchmarks. Resumes may be considered in the order they are received.