Customer Service & Training Operations Specialist - Onsite

Purpose and Scope

Provides customer service support for the organization by providing operational efficiency and document retention for product replacement and customer needs. This role ensures that new hires to Tolmar have a successful on-boarding and learning path through effective communications and planning. The Customer Service and Training Operations Specialist also prepares customer service reports, and new hire training and certification reports for document retention and compliance needs.

Essential Duties & Responsibilities

Customer Service:

• Manage all customer service programs to provide quality service to both internal and external customers. Ensure professional and courteous customer support services. Promote productive and positive experience with customers to ensure high quality support. Handle escalated customer service issues as needed.
• Provide timely feedback to the Executive Team regarding service failures or customer concerns.
• Manage the processes and document retention for all product replacement across the Tolmar product profile
• Address customer issues effectively and provide long-term problem resolution.
• Partner with sales team to meet and exceed customer's service expectations.
• Analyze and manage quantitative and qualitative customer metrics (e.g., renewal rates, customer satisfaction scores, marketing campaign response, and product support effectiveness). Identify key issues in customer satisfaction and develop proactive solutions.
• Act as resource to customers on non-product related customer service requests and issues. Coordinate with other internal departments and customers to resolve issues and follow through with client until completion.

Training Operations:

Duties span from administration, directional, to strategic execution to plan and support new hire onboarding training calendar and schedules, new hire welcome logistics, and IST training logistics.

• Partner with Sales Operations and Learning & Development and HR to establish new hire onboarding training calendar and corresponding training dates for each Business Unit track.
• Create individualized home study schedules for each new hire, specific to that product/Business Unit track.
• Author and communicate via welcome email, home study agenda, training modules, marketing materials, and logistics to each new hire prior to start date.
• Coordinate and schedule all new hire onboarding training sessions with cross-functional partners, sending all communications and calendar invites.
• Prepare and ensure training readiness: reserve training space, ensure food/beverage and supplies are ordered, etc.
• Training Operations technology, innovation and LMS, LxP development assistance with Training Manager and SOL&D Sr. Director.
• Assists Sr. Director of Sales Operations and Learning & Development and other cross-functional teams (Compliance, Finance and AP) with HCP Aggregate spend reporting for Federal and State Reporting needs.
• Development of training operations processes, efficiencies and document retention needed for on-going sustainment of learning tracks and improvements.

Knowledge, Skills & Abilities

• Knowledge of the Microsoft Office Suite, including Word, PowerPoint, Outlook, Excel and Access.
• Strong project management skills
• Strong strategic and business communication skills
• Strong customer service orientation.
• Demonstrated ability to analyze information and solve problems.
• Demonstrated ability to be reliable and a team player.
• Excellent phone etiquette and verbal communication skills.
• Ability to multitask and pay excellent attention to detail.
• Ability to be flexible and adapt to changing priorities.
• Ability to work independently on assigned tasks as well as to accept directions on given assignments.
• Ability to manage and organize for multiple deadlines.
• Learning Technology and Instruction Design skills preferred

Core Values

The Trade and Distribution Relations Account Manager is expected to operate within the framework of Tolmar's Core Values:

Center on People:

• We commit to support the well-being of our patients. We are committed to treating our employees and those we serve as valued partners. By placing people at the heart of our actions, we actively engage, invigorate, acquire knowledge, and grow together.

Are Proactive & Agile:

• We embody a culture of engagement and action. With a hands-on approach, we fearlessly adapt to change. We anticipate, respond swiftly and efficiently to ignite a spirit that propels us towards extraordinary outcomes.

Act Ethically:

• We are committed to consistently conducting our business in an ethical, compliant, and socially aware manner, in line with our purpose of positively impacting lives. We actively cultivate diversity, equity, inclusion & sustainability in our workplace.

Constantly Improve:

• We are committed to a collaborative & proactive effort to improve our products, systems, processes, and services by reducing waste, increasing efficiency & improving quality.

Are Accountable:

• We think, act, and communicate with honesty, transparency, and clarity in alignment with our core values. We don't compromise our values for near term gain. We take accountability & ownership of our work, actions, successes, and setbacks. We strive to deliver our best as we shape the future.

Education & Experience

• Bachelor's Degree or Above Preferred
• In lieu of college degree, 5 years' experience within Pharmaceuticals, customer service or training coordination.
• Two or more years of experience working in a customer service and/or Training Operations role.

Working Conditions

• Due to this being a Customer Service and Training Operations role, 90% of work is located in the Home Office.
• Professional office environment.

Compensation

Tolmar compensation programs are focused on equitable, fair pay practices including market-based base pay and a strong benefits package. The final compensation offered may vary from the posted range based on the selected candidates qualifications and experience.

The pay range for this position at commencement of employment is expected to be between ($78,000 and $98,000 year); however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities.

About Tolmar

Tolmar is proud to have earned a reputation for performance and innovation. Through a progressive company culture, Tolmar has established a legacy as a trusted name in the research, development and manufacturing of high quality topical products used in dermatology, and extended release dosing forms for products commonly used in urology and oncology. Founded in 2006, we are a private company known internationally for our advanced drug delivery capabilities and our unmatched commitment to our partners, and to the patients and provider communities we serve.

Since our inception, Tolmar has produced 22 marketed products supported by 5 New Drug Applications (NDAs) and 17 Abbreviated New Drug Applications (ANDAs) across urology and oncology and dermatology. With more products forthcoming, our dedicated pipeline reflects Tolmar's future-focused approach.

Tolmar offers exciting opportunities that will leverage your abilities, expand your skills, and reward your contributions in an atmosphere that encourages both personal and professional growth. Additionally, Tolmar offers competitive compensation and excellent benefits including:

• Competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• HSA through our HDHP
• CompleteCare reimburses you and your dependents for eligible health care expenses and premium expenses incurred under alternate group health coverage
• Generous 401K match - currently match 100% of your contributions up to the first 6% of compensation and 50% from 7%-12%, but never greater than 9%
• Tolmar-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
• Employee Assistance Plan, Legal Guidance and Funeral Planning & Concierge Services
• Adoption and family-planning benefits, Fertility and Family Forming Benefits
• Generous paid time off, including:
• Vacation, sick time and holidays
• Volunteer time to participate within your community
• Discretionary year-end shutdown

We provide a positive work environment designed around the philosophy of mutual respect and the challenge and rewards of contributing to the continued success of our organization. Tolmar is committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.

Tolmar is an Equal Opportunity Employer. We do not discriminate on the basis age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.