Senior Manager – Customer Service (Canada)

About the role

Sun Pharma is seeking a Senior Manager, Customer Service for its Canada Commercial division. The role leads a team of five Customer Service Representatives and ensures exceptional service across order management, regulatory compliance and stakeholder coordination for innovative brands, generics and biosimilars.

Key responsibilities

• Lead, coach and develop a team of five Customer Service Representatives, setting performance expectations and conducting regular reviews.
• Oversee daily customer service operations, including order processing, inquiry handling and issue resolution for all commercial businesses.
• Establish and monitor service level agreements (SLAs) and key performance metrics.
• Act as liaison between customers and internal functions such as Sales, Supply Chain, Quality, Finance and Regulatory Affairs.
• Collaborate with the Third‑Party Logistics Manager to evaluate and improve service delivery from 3PL and distribution partners.
• Provide account management support for the Private Label Generic business, handling order fulfillment, invoicing and client communication.
• Ensure compliance with Good Distribution Practices (GDP) and drive continuous improvement in a highly regulated environment.

Required profile

• Proven experience managing a customer service team in a regulated, pharmaceutical or related environment.
• Strong understanding of order management, supply chain coordination and regulatory compliance.
• Excellent communication and stakeholder management skills.
• Ability to analyze performance data and implement process improvements.

Required skills