Customer Operations Specialist - Meet : Job Details

Position Summary:

Join our dynamic team as a Customer Operations Specialist, where you will play a key role in establishing and maintaining strong business relationships with both internal and external stakeholders. In this position, you will collaborate closely with a cross-functional team in Global Supply Chain and serve as the primary point of contact for inquiries from healthcare facilities, distributors, and pharmacies. Your interpersonal skills and account management experience will be crucial in ensuring exceptional customer service and operational efficiency.

Key Responsibilities:

• Account Management: Effectively manage customer accounts, fostering strong and mutually beneficial relationships.
• Order Compliance: Review customer orders for compliance with internal programs and ensure timely shipment of products according to established distribution models.
• Account Onboarding: Onboard new accounts with all necessary information and maintain regular outreach on a monthly basis.
• CRM Maintenance: Keep the CRM tool updated with accurate customer information and interactions.
• Credit and Return Processing: Process credits, debits, and returns in accordance with department procedures.
• Communication Triage: Efficiently handle emails and phone calls from internal and external customers, ensuring timely and complete resolutions.
• Relationship Building: Establish and maintain professional relationships with specialty pharmacies, distributors, physicians, suppliers, and wholesalers.
• Collaboration: Work collaboratively with case managers and colleagues within Global Supply Chain to enhance operational effectiveness.
• Trend Reporting: Recognize and report any negative trends to management for timely intervention.
• Training Participation: Complete all required training and report any pharmacovigilant events in line with Alexions guidelines.
• Audit Involvement: Participate in audits and audit reviews as necessary to ensure compliance with internal standards.
• REMS Compliance: Ensure compliance with Risk Evaluation Mitigation Strategy (REMS) for all received orders.
• Quality Event Management: Identify, triage, and process quality events, including supply and logistics complaints, deviations, and product quality complaints/adverse reactions.

Qualifications:

• Bachelors degree in a related field preferred or equivalent experience.
• Proven experience in customer service, account management, or a related field, preferably in the healthcare or pharmaceutical industry.
• Proficient in using CRM systems and Microsoft Office Suite.
• Ability to work collaboratively in a fast-paced, cross-functional team environment.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.