Customer Service Support Analyst

ROLE SUMMARY

The Customer Service Support Analyst (CSSA) provides operational and analytical support to Customer Service teams across the Collegeville Lake Forest and Memphis sites. This role supports quality monitoring activities by evaluating Customer Service Representative (CSR) phone and email interactions with Health Care Professionals (HCP) consumers distributors wholesalers and pharmacies using established metrics and procedures. The CSSA supports training and compliance activities related to the OrdertoCash process for U.S. and Puerto Rico Customer Service. The role assists with performancerelated initiatives by collecting preparing and analyzing data to support routine operational reporting and management review. This position works closely with Customer Service management and crossfunctional partners by providing information reports and documentation in support of established processes.

The role does not have direct reports and operates in a structured environment under guidance applying defined procedures business rules and tools to complete assigned tasks accurately and consistently.

ROLE RESPONSIBILITIES

In this role you will:

• Monitor and evaluate our Customer Service Representatives interactions via phone and email with health care professionals consumers distributors pharmacies and other stakeholders against established metrics to ensure the highest standards.

• Provide coaching and feedback from these evaluations to team members and supervisors for continuous learning and performance discussions.

• Review our strategies and team efficiency to effectively manage both planned and unplanned events ensuring optimal use of our call center resources to meet business objectives.

• Conduct on-boarding orientations for new hires ensure they have access to essential systems materials and information on processes and policies facilitating their transition.

• Provide comprehensive ongoing training for all levels of Customer Service creating and maintaining metrics to develop necessary training and ensure program success.

• Create and maintain metrics to develop necessary training and ensure the success of the training program.

• Collaborate with the management team to analyze practices and procedures as part of our continuous improvement efforts.

• Assist workforce analysis promoting consistency best practices and tactical guidance.

• Design perform train and distribute routine reports required by management including those for SOM Management Sarbanes Oxley and other ad hoc requests.

• Assist in creating training documents for managing day-to-day tasks and work on streamlining and standardizing SOM processes and communications.

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse capabilities including: the ability to influence and collaborate with peers develop and coach others guide the work of stakeholders to achieve meaningful outcomes and create business impact.

• Bachelors degree with at least 2 years of experience OR masters degree OR associate degree with 6 years of experienceOR HS diploma (or equivalent) with 8 years of experience.

• Experience in a Customer Service or healthcare environment

• Proactive and self-motivated with a commitment to continuous improvement

• Good knowledge of MS 365 Office

PREFERRED QUALIFICATIONS

• Ability to work effectively in a team environment

• Experience in SAP / Order to Cash environment.

• Excellent organizational and time management skills

• Excellent communication skills and level of English (written and spoken)

• Bilingual in Spanish to support Puerto Rico phone and email interactions. Fluent in both reading and writing.

• Experience with relational data base report development (e.g. SAP BI Business Objects etc.)

• Experience in the pharmaceutical trade business including order management and distribution operations.

OTHER JOB DETAILS:

• Last Date to Apply for Job: April 28 2026

• Work Location Assignment: Hybrid (Tennessee Memphis Pennsylvania Collegeville or Illinois - Lake Forest)

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN O-1 H-1B etc.) is not available for this role now or in the future.