What are the responsibilities and job description for the Customer Service and Operations Analyst position at Growing Chicago area Pharmaceutical Manufacturer?
Company Overview
Patrin Pharma, Inc. is a generic pharmaceutical company located in Niles, IL. We have been in business for nearly 20 years and continue to grow our product portfolio. As a small but expanding company, our teams have broader responsibilities than at larger organizations and play an active role in daily operations and cross-functional decision-making.
Position Summary
Patrin Pharma is seeking a full-time, on-site Customer Service & Operations Analyst. This role manages day-to-day interactions with trade partners, including handling damages, shortages, and shipping discrepancies, as well as coordinating returns and reverse logistics. The Analyst also supports inventory management, inventory reconciliation and incoming quality inspection of finished goods. This position reports to the Fulfillment and Operations Process Manager and works closely with operations, quality, and finance to ensure timely and accurate issue resolution. The position is responsible for analysis, identifying trends and opportunities for improvements.
Key Responsibilities
Customer Service & Trade Partner Support
- Manage day-to-day communication with distributors and trade partners
- Investigate and resolve damages, shortages, and shipping discrepancies
- Track and document all cases and ensure timely resolution
- Coordinate with operations, quality, and finance teams to resolve issues
- Identify trends and recommend process improvements
Returns & Reverse Logistics
- Manage return requests in accordance with company policies and regulatory requirements
- Coordinate reverse logistics, including return authorizations, product disposition, and documentation
- Track return volumes, root causes, and financial impact
- Partner with finance to ensure proper credits, reconciliations, and reporting
Inventory Management & Quality Support
- Support inventory tracking and reconciliation of finished goods and components
- Assist with incoming quality inspection of finished goods
- Coordinate with quality and operations on product disposition decisions
- Monitor inventory accuracy across systems and resolve discrepancies
Financial & Operational Analysis
- Analyze financial impact of returns, damages, and shortages
- Track and report KPIs related to customer service, returns, and inventory
- Support reconciliation between operational and financial data
- Identify cost drivers and opportunities for improvement
General Responsibilities
- Manage multiple priorities in a fast-paced environment
- Communicate clearly and effectively with internal teams and external partners
- Demonstrate accuracy, attention to detail, and strong problem-solving skills
- Maintain organized records and documentation
- Support process improvements and cross-functional initiatives
Qualifications
- Associate’s or Bachelor’s degree in Business, Supply Chain, Finance, or related field
- 1–3 years of experience in customer service, supply chain, or operations
- Experience working with distributors, logistics providers, or trade partners preferred
- Basic understanding of supply chain and financial concepts (inventory, cost impact, reconciliation)
- Strong analytical and problem-solving skills
- Strong Proficiency in Microsoft Excel; experience with ERP systems preferred
- Strong communication and organizational skills
- Ability to work independently and collaboratively in a small company environment
- Must be available to work on-site in Niles, IL
Pay: From $50,000.00 per year
Benefits:
- 401(k) matching
- Health insurance
- Paid time off
- Tuition reimbursement
Application Question(s):
- Do you currently live in the Chicago area?
Experience:
- operations analyst: 2 years (Required)
Ability to Commute:
- Niles, IL 60714 (Required)
Work Location: In person
Salary : $50,000