Vanessa Kotarski
Monroe,NY
Summary
Dynamic and results-oriented professional with demonstrated history of working in the commercial operations aspect of the pharmaceutical industry. Consistently succeeds in exceeding customer satisfaction, while also mentoring staff to improve outstanding work ethics and astute attention to detail. Strong decision-making leadership and client relationship skills. Proficient in MS Office, SAP (ECC/S4), Model N, NICE CxOne and Veeva.
Overview
11
11
years of professional experience
Work History
SENIOR MANAGER, CUSTOMER OPERATIONS
PAI PHARMA
11.2024 - Current
- Provide strong leadership to enhance productivity and morale for ATD and Wholesale Customer Service teams.
- Lead cross-functional teams to achieve project milestones and deliver high-quality results.
- Improve team performance by providing comprehensive training and fostering a collaborative work environment.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Implement and develop operational standards, policies and procedures.
- Provide information to Commercial Operations, Distribution, Demand Planning, Finance, auditors, and other departments as needed.
- Determine month end/quarter end strategies to maximize sales.
- Meets daily and monthly closing deadlines determined by Finance Department.
- Track customer service levels and use strategic allocation of product to maximize sales and minimize penalties
MANAGER, CUSTOMER OPERATIONS
PAI PHARMA
07.2023 - 11.2024
- Oversee Wholesale and Addiction Treatment Customer Service teams in delivering high-quality support and service to accounts and providers
- Develop and implement Customer Service strategies to increase department efficiency leading to overall customer satisfaction
- Facilitated a seamless transition to SAP ERP, ensuring smooth migration to process and minimal disruption to customer service operations
- Conduct regular performance evaluation, provide coaching and training to enhance team competencies and ensure consistent service excellence
- Act as a liaison between EDI technical teams and customer-facing staff, to ensure effective communications and understanding of technical issues affecting customer orders (850), ASNs (856) and invoices (810)
SUPERVISOR, CUSTOMER RELATIONS OPERATIONS
AbbVie
02.2022 - 07.2023
- Led a team of (6) direct reports on oversight of daily business operations for Big 3/Fortune 100 wholesalers and retailers
- Manage customer open orders from order-to-cash, monitor key product allocations and maintain account set-ups
- Assist escalated customer Inquiries, product returns, EDI Issues, distribution, and logistics planning
- Execute employee performance review, coaching plans and applicable trainings to team members
- Key customer service liaison for OTC EDI project during operating system integration
- Developed and streamlined departmental SOPs, training guidelines and work instructions
MANAGER, ACCOUNT SERVICES
Glenmark Pharmaceuticals Inc
06.2016 - 02.2022
- Generated and analyzed daily sales order data for executive reporting and key product allocations
- Researched and disputed shipment discrepancies which contributed to customer paybacks totaling over $500k a year
- Monitored fill rates, weeks on hand inventory, cycle times and scorecard compliance ratings
- Point of contact for customer master data, including new account creations and updates to existing accounts
- Recruited, trained, and supervised customer service team and temporary workers; Conducted Mid-year and Annual performance evaluations
- Managed Recall product administration, FDA reporting and credit issuance
- Hosted weekly/monthly supply service level conference calls with key accounts
CONTRACT ADMINISTRATOR
Glenmark Pharmaceuticals Inc
10.2015 - 04.2016
- Maintained direct/indirect product pricing for existing and newly launched products within revenue management systems and department listings
- Administered documentation for all new business contracts and RFPs
- Created financial models to assess contract/customer profitability
- Prepared and distributed internal routine report of customer pricing changes
ACCOUNT SERVICES ASSOCIATE
Glenmark Pharmaceuticals Inc
06.2014 - 10.2015
- Received multiple recognition for the Chairman's Excellence Award (2016) and Employee Spot Award
- Order management and processing for key accounts including AmerisourceBergen, Cardinal Health, and McKesson
- Maintained client relationships to ensure excellent customer service levels
- Generated and circulated daily, weekly, and monthly sales reporting to executive management and external partners
Education
MASTER OF BUSINESS ADMINISTRATION -
Montclair State University- Feliciano School of Business
Montclair, NJ06-2025
BBA - BUSINESS ADMINISTRATION
SUNY Cobleskill
Cobleskill, NY01.2018
Skills
- Customer Relations
- Sales Analysis & Reporting
- Project Management
- Team Leadership & Training
- Database Management
- Administrative Support
- Strategic planning
- Cross-functional collaboration
- Operations management
- Troubleshooting and problem resolution
- Data analytics
- Process improvement
Websites
Timeline
SENIOR MANAGER, CUSTOMER OPERATIONS
PAI PHARMA
11.2024 - Current
MANAGER, CUSTOMER OPERATIONS
PAI PHARMA
07.2023 - 11.2024
SUPERVISOR, CUSTOMER RELATIONS OPERATIONS
AbbVie
02.2022 - 07.2023
MANAGER, ACCOUNT SERVICES
Glenmark Pharmaceuticals Inc
06.2016 - 02.2022
CONTRACT ADMINISTRATOR
Glenmark Pharmaceuticals Inc
10.2015 - 04.2016
ACCOUNT SERVICES ASSOCIATE
Glenmark Pharmaceuticals Inc
06.2014 - 10.2015
MASTER OF BUSINESS ADMINISTRATION -
Montclair State University- Feliciano School of Business
BBA - BUSINESS ADMINISTRATION
SUNY Cobleskill
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