Job Description
Job DescriptionCustomer Service Analyst - Somerville, NJ
Location: Hybrid (3 days onsite/office, regular work week)
Employment Type: Full-time
About the Role
Join our team as a Customer Service Analyst serving as the subject matter expert for REMS Evaluation products. You'll deliver key analytics, accelerate growth through strong partnership, and streamline our customer service operation while ensuring full regulatory compliance. This is a great opportunity for candidates passionate about process optimization and regulatory strategy.
Responsibilities
-
Serve as SME for REMS Evaluation products, providing analytics and guidance to improve service and compliance
-
Build collaborative relationships across teams and business partners
-
Identify business development opportunities to optimize customer service processes
-
Ensure compliance with FDA/DEA regulatory requirements for REMS Evaluation products
-
Apply deep knowledge of company policies/procedures and regulatory standards
-
Manage order processing in SAP (Atlas/ROTC), reviewing and releasing orders with strict daily deadlines (by 2pm and within 24 hours)
-
Collaborate with the Risk Evaluation and Mitigation Strategy (REMS) group
-
Communicate order status, troubleshoot issues, and maintain operational excellence
-
Utilize MS Office (Excel, Outlook, etc.) for daily work and reporting
-
Multi-task and prioritize in a fast-paced, regulated environment
Qualifications
-
Bachelor’s degree preferred
-
3–5 years customer service, compliance, or operations experience (REMS or pharma ideal)
-
SAP experience required (Atlas or ROTC modules)
-
FDA and DEA regulatory understanding required
-
Advanced MS Office skills (Excel)
-
Strong verbal and written communication skills
-
Independent work ethic and high-level organizational skills
Top Benefits & Perks
-
Hybrid work: three days onsite, regular schedule
-
Collaborative and supportive team environment
-
Professional development in regulatory, analytics, and customer service
-
No travel beyond normal commute