Senior Customer Service Operations Specialist

Curium Pharma is the world’s largest nuclear medicine company with over a century of industry experience. The Senior Customer Service Operations Specialist is responsible for operational process ownership, ERP functional leadership, and continuous improvement within the Customer Service department, ensuring compliance and system effectiveness.

Responsibilities:

• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, DEA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.)
• Regularly perform core Customer Service functions, including inbound calls, order processing, returns, credits, and issue resolution
• Maintain expert-level knowledge of departmental policies, procedures, and regulatory requirements within a pharmaceutical environment
• Act as escalation point for complex transactional and system-related issues
• Identify process inefficiencies and implement standardized best practices
• Ensure operational workflows align with compliance and audit requirements
• Serve as backup business owner and functional expert for the ERP system within Customer Service
• Write, execute, and document detailed test scripts for system upgrades and enhancements
• Lead and support User Acceptance Testing (UAT)
• Partner with IT to ensure system configurations reflect operational and regulatory requirements
• Develop and maintain system documentation and training materials
• Lead continuous improvement initiatives to improve service levels, order accuracy, and efficiency
• Drive process standardization across North American Customer Service operations (U.S. and Canada)
• Support audit readiness and documentation controls
• Partner with business stakeholders to define requirements and develop business cases
• Translate operational needs into scalable system and process solutions
• Support project planning, implementation, and change management
• Collaborate with Supply Chain, Quality, Finance, IT, and Commercial teams

Requirements:

• Bachelor's degree preferred
• 5+ years of Customer Service experience, preferably in pharmaceutical or regulated industry
• Demonstrated hands-on order processing and customer interaction experience
• Experience supporting ERP systems and participating in system testing
• Strong knowledge of compliance-driven environments
• Experience leading process improvement initiatives
• Strong analytical, communication, and cross-functional collaboration skills