Customer Service Operations Analyst (SAP)

Location: Hybrid in Lake Forest, Illinois, United States. Candidates must have permanent authorization to work in the United States. U.S. work visa sponsorship is not available.

Annual base salary: $82,700–$137,900, plus eligibility for a 10% bonus target.

Company

hirify.global is a pharmaceutical company developing and delivering medicines and healthcare solutions.

What you will do

• Provide frontline operational support, coaching, onboarding, peer training, and cross-training for three Global Hospital & Biosimilars Customer Service teams.
• Manage daily coverage, priorities, service levels, order processing, escalations, and business continuity during operational disruptions.
• Monitor calls, emails, orders, disputes, rework, and disposition metrics to identify trends, recurring issues, and root causes.
• Define and track operational health measures, synthesize frontline feedback, and provide actionable recommendations to leadership.
• Support SAP and related system enhancements through requirements definition, troubleshooting, User Acceptance Testing, change adoption, and continuous improvement.
• Resolve customer requests involving complaints, product information, order delays, shipping issues, logistics, discrepancies, deductions, and financial adjustments while maintaining SOX controls.

Requirements

• High school diploma with 6+ years of experience, associate’s degree with 4+ years, BA/BS with 2+ years, or MBA/MS with relevant experience.
• Comprehensive knowledge of customer service support structures, Order-to-Cash processes, order management, distribution operations, supply programs, and field support.
• Strong working knowledge of SAP ECC Order-to-Cash processes and experience translating business requirements for technical teams.
• Experience with operational reporting and workflow tools including SAP, Fiori, Business Objects, inContact/Workforce Management, Prime, iKnow, and SAP C4C hirify.global Assist.
• Analytical, communication, problem-solving, organizational, project management, and change management skills, including the ability to influence peers without direct reporting authority.
• Permanent U.S. work authorization is required; visa sponsorship is not available.

Nice to have

• People management experience.
• Experience using generative AI tools such as Microsoft Copilot and understanding of responsible AI practices.
• Strong attention to detail, prioritization, stakeholder relationship-building, and continuous improvement orientation.

Culture & Benefits

• Hybrid work arrangement in Lake Forest, Illinois.
• Participation in hirify.global’s Global Performance Plan with a 10% bonus target.
• 401(k) with hirify.global matching contributions and an additional retirement savings contribution.
• Paid vacation, holidays, personal days, caregiver/parental leave, and medical leave.
• Medical, prescription drug, dental, and vision coverage.