Specialist, Customer Service

Specialist, Customer Service – Boca Raton, FL

Company: ADMA Biologics – a biopharmaceutical company dedicated to immunodeficient patients.

Position Summary
:
The Specialist, Customer Service supports day‑to‑day customer operations and supply chain activities, ensuring accurate order processing, inventory availability and a high level of service. Key responsibilities include managing customer inquiries, orders, contracts, master data and coordinating with Supply Chain, Quality, Finance and third‑party partners. Performs plasma lookback activities, data analysis, reporting in compliance with SOPs, Quality policies and regulatory requirements.

• Manage day‑to‑day customer operations activities, including processing pharmaceutical product purchase orders, returns and credits in accordance with corporate policies.
• Serve as primary point of contact for customers, wholesalers, distributors, purchasing groups and end users, addressing product inquiries, order status and issue resolution in a timely manner.
• Triage, document and explain customer complaints, product inquiries, adverse events and other issues in accordance with internal procedures, quality requirements and regulatory guidelines.
• Support and maintain customer‑related contractual and commercial documentation, such as CIFs, MSAs, DSAs, CDAs, amendments, new master data forms, pricing records and associated docs.
• Assist with confirmation, documentation and distribution of contract terms, pricing and commercial information to authorized internal stakeholders and distribution partners.
• Maintain accurate and up‑to‑date customer master data, sales records and supporting documentation to ensure data integrity, audit readiness and effective order fulfillment.
• Coordinate with Supply Chain, Warehouse, Finance, Sales and third‑party logistics providers to support inventory availability, order fulfillment and customer demand.
• Perform inventory analysis, reconciliation and reporting to support customer requirements, contract commitments and operational planning.
• Generate, analyze and distribute reports from SAP, 3PL systems and internal databases to support customer operations, inventory tracking, forecasting and decision‑making.
• Support plasma lookback activities, including investigation, documentation, data collection, acknowledgements and timely coordination with Q/A, Regulatory Affairs and internal stakeholders.

• Demonstrated ability to achieve goals, overcome obstacles and meet deadlines.
• Proficient in Microsoft Outlook, Word and Excel.
• Exceptional organizational and communication skills – strong customer service orientation, able to work well under pressure while interfacing with all levels of personnel and consultants.
• Time‑management skills, able to balance multiple job assignments at once.

• 1–2 years of experience in a customer operations, inventory or supply chain role, with SAP or similar ERP usage.
• Provide data, documentation and operational support for internal and external audits, including FDA and customer audits.
• Follow all applicable SOPs, quality policies and cGMP requirements to ensure compliance.
• Support the maintenance and continuous improvement of departmental SOPs, work instructions and process documentation related to customer operations.
• Participate in special projects and cross‑functional initiatives as assigned.

• Proficiency in Microsoft Office programs and SAP.
• Ability to work independently with strong judgement and decision‑making skills.
• Excellent analytical, written and verbal communication skills, with the ability to interpret data and communicate insights effectively.

• Associates degree or higher in business, finance, supply chain or related field.
• APICS (American Production and Inventory Control Society) certification or equivalent supply chain certification.
• 2–4 years of experience in a regulated or pharmaceutical setting with support for inventory management, ERP‑based processes, customer order fulfilment and cross‑functional coordination.

The minimum…