Supply Chain Customer Service

Jennifer Berkery

EMAIL: *********@*******.***

Cell: 908-***-****

Resume Summary: Successful Customer Service Leader with over 17 years’ experience in drug discovery and supply chain logistics. Consistently recognized for impact upon processes, integrating new technologies, building long term relationships with customers, and for always taking the initiative to be the problem solver.

Professional Experience:

Cipla Pharmaceuticals -Warren, New Jersey

Customer Operations Specialist (2025 – Present)

2025 “Game Changers Award” – for creating and implementing process for product exchanges.

Promoted to Customer Operations Specialist, expanding responsibilities to include account management for key pharmaceutical clients.

Continue to oversee order management processes (SAP/EDI), shipping coordination, and cross-functional communication with warehouse, transport, and sales teams.

Manage end-to-end customer accounts, ensuring seamless onboarding, proactive status updates, and escalation of complex issues.

Serve as the primary point of contact for strategic accounts, aligning internal processes to meet service-level expectations and contractual obligations.

Coordinate across departments (Drug Safety, Logistics, Sales, Marketing) to deliver tailored customer solutions, resolve backorders, and mitigate risks related to supply chain.

Maintain high customer satisfaction through personalized support, frequent check-ins, and clear communication during product recalls or service interruptions.

Mentor new hires and support cross-training by updating SOPs related to DSCSA, reporting workflows, and pharmacovigilance protocols.

Customer Service Specialist (January 2023 - June 2025)

Responsible for generic pharmaceutical order management, including:

Entry of customer purchase orders into SAP. Reviewing for accuracy of pricing/delivery dates/item/customer location.

Confirmation of EDI orders.

Modifying and rekeying of orders

Releasing orders to warehouse for processing.

Provide status updates to customers on their tracking, shipping dates, and allocation of products.

Managed multiple projects efficiently while maintaining customer service relationships/communications including:

Possible supply chain issues which could include backorders or discontinuation of products.

Functioned as a liaison between internal departments and external customers, centralizing all contact and information flow.

Communicated to 100’s of patients during patient level recall.

During this recall I was given an IMAPCT AWARD for my impact upon customer relations and efficiently processing the high throughput of additional work

Provided status reports to sales representatives and management that were generated from SAP and included:

Shipment tracking

Allocation of products

Warehouse inventory

Open orders

Back orders

Worked with Drug Safety Team to process exchanges with pharmacies and tracking with Salesforce

Tracking customer cases and information via Salesforce

Creating reports for turnaround times on cases via Salesforce

Created reports in POWERBI to demonstrate bottlenecks in the process

Main point of contact for customer calls.

Ensured that customer complaints and adverse events were routed to the proper department in a timely manner.

Entered details of pharmacovigilance matters into salesforce according to departmental procedures.

Collaborated with customer procurement departments and sales team to determine proper communication back to customers.

Received drop shipment details via phone and email.

I interacted directly with the UPS transport and warehouse teams to support efficient shipping for cold and room temperature shipment logistics.

Trained staff and created SOPS for:

Reporting

DSCSA

Pharmacovigilance reporting

Berkeley Heights School System – Berkeley Heights, New Jersey, October 2021-December 2022

Substitute Teacher

Taught children reading, writing, and math at the elementary level.

DeltaSoftinc – Bridgewater, New Jersey, October 2010-February 2015

Application Scientist / Trainer/ Customer Service Analyst

Provided customer support to customers in the pharmaceutical industry, on SAAS application, in a variety of ways including, via phone, email exchanges, and onsite at customer locations. Ensured timely processing of issues to meet company goals and customer expectation.

Customers often requested me for their support because of my quick turnaround times and ability to communicate clearly.

Utilizing scientific and technical background was I was able to define needs and present information to customers in an understandable fashion

Primary point of contact for issues. Issues were entered into the tracking system, assigned a ticket number, prioritized, then analyzed to identify whether it was new or existing issue.

Ensured service during database disruptions, providing workarounds.

Provided training on software at multiple customer sites and virtually within New Jersey, Boston, California, and overseas. Training new members, large groups, providing one-on-one coaching.

Maintained accurate records related to internal training documentation.

Extensive experience with creating and tailoring training documentation necessary for corporate trainings integrating safety and quality assurance guidelines

Integrated training shortcut links into Deltasoft’s applications to make it function like customer’s Learning Management Software (LMS)

Participated in software testing and provided feedback on issues and areas of improvement to better serve customers and improve timelines.

Worked with ELN, Sample Inventory, and Reagent Inventory systems which are all software products that support Pharmaceutical Industry chemical data entry and control substance tracking.

Supported the sales team by helping prepare for customer meetings by testing applications and accompanying them on demonstrations and following up on technical questions presented by potential customers.

Provided reports on training metrics and provided general administrative reports.

Johnson & Johnson, Pharmaceutical Research and Development – Raritan, New Jersey, December 1999 - 2008

Associate Scientist / Compound Logistics Manager

2004 - 2008

Managed the logistics associated with sample ordering, processing, and distribution of samples within the U.S. and oversees. Ensuring timely processing of those orders to meet company goals and customer expectations.

Managed a staff of 5-10 employees

Managed the procurement of supplies and collaborated with business leads to purchase and distribute.

Negotiated service contracts for automation. Maintaining years of relationships with vendors.

Assisted shippers with shipping materials needed for chemicals and prepared necessary documents (bills of lading, shipping labels, customs paperwork, etc.) for domestic and international shipments

Validated, maintained, and troubleshooted Tecans, Ep3, and Echo automation systems. By implementing the Tecan and Ep3, production increased 40% and distribution of 2d barcoded tubes was improved.

Despite 50% decrease in resources, kept day to day processes running smoothly and helped integrate over 20,000 prepared chemicals from downsized sites

Implemented custom solubilization process which provided chemicals to customers within a 24 hour period within the U.S and globally, within record timelines

Implemented a one-day turnaround process for solubilized compounds in 2d tubes, vials, and 384 well plates

Worked with IT closely, to help improve Oracle database queries to better identify candidates for plating distribution to scientists.

As Supervisor provided day to day jobs to personnel as well as processing their administrative needs and end of the year reviews and their safety trainings

Reported turnaround times and chemical throughput to management and evaluated bottlenecks

Analyzed trends in ordering

Coordinated with staff and external vendors to execute automation maintenance and supplies

Associate Scientist

2002 – 2004

Received 2002 Impact Award as part of the team that implemented a new compound ordering system.

Assisted in installation and implementation of new automation software to improve compatibility with new systems. Activities included user acceptance testing, training employees, and providing support to customers during and after software upgrades

Compound Logistics Manager

1999 - 2002

Received 2000 Impact Award for processing over 20,000 in record time and providing excellent customer service

Assumed new responsibility of handling acquired compounds. This called for thousands of additional compounds to be tracked, checked for quality, and new tests to be created on automation

Supervised a group of 5-10 employees for creation of 96 deep well source plates used in compound distribution. Increased production by 60% within six months

Managed Inventory Cleanup Process that made over 100,000 compounds available to screeners

Managed neat sample ordering/dispensing process, often overshooting estimated timelines

Tested for vial variability and worked with management to evaluate new vial

Validated and evaluated liquid handlers (PerkinElmer Multiprobe), labelers (Bohdan), balances, and scanners for accuracy and cross contamination. Evaluated tip that reduced contamination and worked with vendor to purchase tips at much lower costs

Created training documentation for processes which included environmental and GLP information for new and old chemicals

Participated in safety trainings via company Learning Management Systems (LMS) and guided staff through as well

Janssen Research Foundation – Spring House, Pennsylvania, March 1997-December 1999

Chemical Distribution and Logistics Associate

Weighed compounds in a timely and proficient manner. In this capacity, I improved customer service timelines along with shipping and chemical room organization.

Brought on Multiprobe liquid handler and created tests to support Biology Department

Created custom plates for biologists at various concentrations and worked with IT to automate process

Maintained accurate inventories of compounds that were received from Belgium and made internally

Johnson & Johnson, Pharmaceutical Research Institute (as Kelly consultant) - Raritan, New Jersey, August 1996- March 1997

Laboratory Assistant

Maintained database/research compound inventories and assisted with the compound distribution for high throughput screening (HTS).

Ran the Chemical Acquisition Program (CAP) - which used the Tomtec and Packard robots to make 96 well replicate plates

Weighed, labeled, and dispensed compounds online using RDCI system and electronics balances while following safety regulations and using a bar-code tracking system.

Department of Pharmacology at West Virginia University, Morgantown, West Virginia, September 1995- May 1996

Research Assistant

Measured fear in rats through behavioral testing and video log analysis, assisted in brain extractions in the

Sprague Dauley Rat, and administered injections to elicit responses.

Aided in upkeep of the lab, and managed files of scientific literature by using computer program Reference

Manager.

Nordstroms in Menlo Park, NJ, March 1993- June 1996

Sales associate

Sold Jewelry, maintained stock, ad was top sales person in department several times garnering awards and customer service accolades.

Education:

West Virginia University - Morgantown, West Virginia

Bachelor of Arts in Biology (May, 1996)

Senior Project entitled: “Behavior of the Sprague-Dauley Rat in the Defensive Withdrawal Chamber in Response To Caffeine as a Measure Of Fear”

Additional Skills:

Expertise in Microsoft Windows

Oracle/SQL,

Trained in Visual Basic, HTML, Access, Terminal Server

Semi Fluent in Spanish

GMP and Quality knowledge.

Electronic Document Management System (EDMS)

Learning Management System (LMS)

SAP

Valuecentric

PowerBI

SAAS

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