Customer Service Agent - US Commercial

Provide customer service support for US Commercial Operations via designated channels (e.g., email), ensuring timely, accurate, and professional responses aligned with service-level expectations.,Serve as a frontline partner to internal stakeholders and external customers, resolving questions and issues related to customer setup, ordering, shipments, invoicing, and general service needs.,Coordinate end-to-end issue resolution by triaging requests, gathering information, escalating when appropriate, and proactively communicating status updates and outcomes.,Support order-to-cash processes by assisting with order reconciliation, status updates, shipment tracking, invoice and credit support (including rebilling), and returns-related coordination.,Maintain clear case documentation and audit-ready records, contributing to knowledge base articles and standard work instructions.,Prepare operational analysis and reporting for leadership and stakeholders, including volume trends, performance metrics, issue themes, and improvement recommendations.,Lead incident triage and root cause analysis for customer-impacting service or data issues, implementing and communicating preventive actions.,Partner with Digital/IT and cross-functional teams to support tool usability, troubleshoot system issues, and participate in testing system enhancements (e.g., SAP, MDG, ServiceNow).,Identify and drive continuous improvement initiatives across customer support workflows, templates, training materials, quality checks, and documentation standards.,Leverage digital tools and evolving technologies (automation, Generative AI) to enhance service responsiveness, data quality, knowledge management, and operational insights.,Undertake additional duties aligned to the scope of the role and qualifications, contributing flexibly to evolving business needs.

**Basic Qualifications:**,Bachelor's degree in business, supply chain, information technology, or related field, or equivalent combination of education and experience.,3+ years of experience in customer service operations, customer support, or commercial operations support roles (e.g., order management, customer care, customer operations).,Experience working with enterprise systems and/or ticketing/CRM tools (e.g., ServiceNow, Salesforce, SAP, or similar).,**Preferred Qualifications:**,Experience supporting pharma, biotech, life sciences, or other regulated industries.,Experience with SAP S/4, SAP MDG, and/or customer master data processes; familiarity with data governance tools (e.g., Collibra, Alation).,Knowledge of order-to-cash processes (orders, shipments, invoicing, credits, returns) and common customer service performance metrics.,Familiarity with data and privacy requirements (e.g., GDPR, CCPA, GxP/21 CFR Part 11).

Bachelor's Degree

Must align closely with US Commercial Operations and adhere to defined processes, service-level expectations, and data governance standards; US geographical remit.