What are the responsibilities and job description for the Customer Service Specialist - Pharma Account Management position at Hubot | Tri Pac, Inc. CDMO?
About Hubot
Hubot, Inc. is an FDA-registered contract development and manufacturing organization (CDMO) serving global pharmaceutical and personal care brands — including Fortune 500 clients. With 25–30% projected year-over-year growth through 2030, we're building the infrastructure, systems, and team to match world-class ambition.
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This position is not eligible for visa sponsorship.
Why Hubot ?
🚀 Growth-Stage Opportunity We're forecasting 25–30% year-over-year revenue growth through 2030. This is a rare chance to join a scaling CDMO where your contributions directly shape laboratory capabilities not just maintain them.
🌐 Real Client Impact You'll work on products that ship to Fortune 500 pharmaceutical and personal care brands. Your analytical work isn't academic it releases product, supports regulatory submissions, and protects patients and consumers.
🔬 Regulated Industry Depth Our laboratory operates under FDA 21 CFR 210/211, ISO 13485, ISO 9001, ISO 14001 and ISO 22716 cGMP standards. You'll sharpen expertise in frameworks that are valued across the global pharmaceutical and personal care supply chain.
The Opportunity:
Hubot is looking for a Customer Service Specialist - Pharma Account Management to own and manage a portfolio of pharma client accounts end-to-end. This is a relationship-critical, operationally complex role sitting at the intersection of pharma supply chain and manufacturing operations.
You will be the single point of accountability for your accounts — from purchase order receipt through to on-time, compliant delivery. You are not coordinating. You are owning.
This role is built for someone who has managed large, high-value accounts in a regulated pharma or life sciences environment and is ready for a role where their judgment, relationships, and execution directly drive business outcomes.
Key Responsibilities
Account Management
- Own a defined portfolio of pharma client accounts
- Serve as the primary relationship holder across all levels — from operations contacts to procurement and supply chain leadership
- Lead structured quarterly business reviews (QBRs), weekly touchpoints, and executive-level client conversations
- Build deep, trust-based client relationships that create long-term retention and account growth
- Proactively identify supply, quality, or scheduling risks before they reach the client
Order & Supply Chain Operations
- Manage the full order lifecycle — PO receipt, production scheduling, quality release, documentation, and on-time delivery
- Create and manage Bills of Material (BOM) for new product lines and account onboarding
- Maintain and adjust production schedules in response to shifting client priorities
- Coordinate shipping documentation and ensure compliant, on-time order fulfilment
- Own open-order reports, consumption tracking, and batching activity logs
Cross-Functional Collaboration
- Act as the internal voice of the customer across manufacturing, quality assurance, procurement, logistics, and finance
- Drive issue resolution by pulling together the right internal stakeholders — not escalating upward
- Support inter-departmental initiatives that improve order accuracy and client satisfaction
Reporting & Documentation
- Generate and own weekly open-order, consumption, and account status reports
- Maintain accurate logs of outstanding actions, escalations, and client commitments
- Track KPIs including on-time delivery rate, order accuracy, and client satisfaction metrics
Required Qualifications
- 5 years of account management or customer success experience within pharma, biotech, CDMO, CMO, CRO, life sciences manufacturing, or pharma consulting
- Demonstrated experience managing large, complex, high-value B2B accounts with multiple stakeholders
- Working knowledge of GMP environments, pharmaceutical supply chain, or regulated manufacturing operations
- Proven ability to manage order management workflows and cross-functional operational processes
- Experience with ERP systems and order processing platforms
- Bachelor's degree in business, Life Sciences, Supply Chain Management, or equivalent professional experience
Preferred Qualifications
- Direct experience working with or within CDMO, CMO, or CRO organisations
- Familiarity with tech transfer processes, batch record review, or CMC documentation
- Background in pharmaceutical manufacturing — API, drug substance, drug product, or biologics
- Experience managing pharma distribution, clinical supply chain, or medical device accounts
- Exposure to FDA-regulated manufacturing environments and cGMP compliance requirements
Compensation & Benefits
- Competitive base salary commensurate with pharma account management experience
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and company holidays
Important Information
- Location: On-site only — no remote or hybrid option available
- Work Authorization: Must be authorized to work in the United States without visa sponsorship
Apply Today
Join a team where safety isn't a checkbox — it's a competitive advantage.
🌐 www.hubot.us
Hubot, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.