Customer Operations Specialist, Canada & LATAM

Are you ready to ensure life-changing therapies reach patients on time throughout Canada and Latin America? In this role, you will orchestrate orders, inventory, and logistics to ensure patients acquire infusions exactly when they’re needed, even when circumstances change at short notice. Your work will connect directly to patient outcomes, redefining sophisticated operations into diligent delivery.

You will join a collaborative team that aligns supply chain, QA, finance, IT, and field colleagues across countries. Can you see yourself turning blocking issues into swift resolutions and data into clear action? From supervising patient ordering trends to coordinating after-hours support, you will be the operational heartbeat that keeps care moving.

Accountabilities:

• Order and Billing Stewardship: Approve orders that require special handling, process shipments, and generate accurate invoices to ensure timely delivery and detailed cash flow.
• Patient Pattern Monitoring: Update tracking databases daily to anticipate demand and prevent missed infusions.
• After-Hours Coverage: Provide on-call support during evenings, weekends, and holidays to resolve urgent logistics issues without delay.
• Training and Cross-Training: Coordinate local training standards and cross-training to maintain reliable after-hours support and team resilience.
• Credit and Debit Management: Review, approve, and build notes for adjustments involving credits and charges with clear documentation.
• Logistics Issue Resolution: Facilitate immediate solutions to shipping challenges so patients receive infusions on schedule, extending support beyond regular business hours.
• Inventory Control: Supervise stock levels against safety thresholds; lead weekly inventory verifications and yearly physical audits; reconcile records and eliminate discrepancies.
• Partner Alignment: Run monthly meetings with Supply Chain to align demand forecasts and receiving requirements across regions.
• Best Practices Development: Build and refine processes for leading logistics at treatment facilities and handling trade customer relations.
• Customer Escalations: Handle sophisticated calls and coordinate across both in-house and outside partners to deliver quick, complete resolutions.
• Inquiry Management: Lead communications from customers, case managers, sales, marketing, and internal groups to ensure swift follow-through.
• Receivables Support: Provide inputs on outstanding receivables and support collection efforts with clear customer communication.
• Returns and QA Partnership: Analyze returns requests alongside the QA group and guide accept/deny decisions in line with policy.
• Account Administration: Develop new customer accounts and keep existing records current and accurate.
• Quality Records Processing: Identify, triage, and process supply and logistics issues, deviations, and product quality concerns or adverse reactions.
• Trend Recognition: Recognize negative trends and bring up with data and proposed actions.
• Cross-Functional Teleconferences: Participate actively in calls across sites and functions to advance tasks and decisions.
• Reporting and Insights: Prepare customer service invoicing reports on a monthly, quarterly, and biannual basis for finance, marketing, and operations.
• Process Improvement and SOPs: Develop, apply, and coordinate SOPs, training, and procedures; champion continual improvements.
• Controls and Audit Readiness: Ensure conformity to performance standards and internal controls; coordinate and support audits.
• Global Coordination to Support Patients on the Move: Collaborate with global counterparts to enable therapy availability for patients when they travel.
• Project Delivery: Run departmental projects; operationalize new strategies including collaborating with suppliers, IT system validation, and implementation of local standard operating procedures.
• IT Partnership: Collaborate with IT to guarantee systems fulfill or surpass operational needs, enabling outstanding service.
• Field Partnerships: Build proactive relationships alongside regional account managers, case managers, and business unit leads to remove friction for customers.
• Communications: Develop and deliver presentations during national sales gatherings and to management teams.
• Cross-Team Support: Assist finance, marketing, and operational functions as needed to keep processes flowing.
• Office Support: Handle light office management duties including replenishing supplies as needed.

Essential Skills/Experience:

• Experience handling shipments, approving orders with exceptions, processing orders, and generating invoices based on goods shipped.
• Daily monitoring of patient ordering patterns and maintaining an accurate tracking database.
• Ability to provide after-hours on-call coverage, including weekends and holidays.
• Experience coordinating and maintaining training standards, including local cross-training for coverage.
• Proficiency in approving and crafting notes for charges and payments.
• Demonstrated capability to resolve shipping and logistics issues promptly, including outside business hours.
• Experience supervising inventory against safety stock levels and conducting weekly cycle counts and annual physical counts with reconciliation.
• Ability to identify and resolve inventory discrepancies without delay.
• Experience developing guidelines for treatment facility logistics and trade customer issues.
• Skill in handling advanced customer calls and coordinating with internal and external contacts for rapid resolution.
• Experience running inquiries from customers and internal teams to ensure complete and timely outcomes.
• Support for receivables management, customer inquiries, and collection of outstanding invoices.
• Experience reviewing returns with QA and applying returns policy to accept or deny requests.
• Capability to establish fresh client accounts and maintain accurate existing customer information.
• Experience identifying, triaging, and processing quality records, including supply/logistics complaints, nonconformities, and product quality complaints/adverse reactions.
• Ability to recognize and report negative trends to management with clear evidence.
• Active participation in teleconferences across external, cross-functional, and site locations.
• Experience preparing monthly, quarterly, and biannual reports related to customer service invoicing.
• Proven ability to build, implement, and control standard operating manuals, instructional programs, and protocols for functional areas.
• Track record of identifying continual departmental process improvements.
• Adherence to performance standards alongside internal control measures, with coordination and support for audits.
• Experience collaborating alongside international colleagues to facilitate drug availability for traveling patients.
• Project management experience, including vendor coordination, IT testing, and local SOP development and implementation.
• Experience collaborating closely with IT to ensure systems meet or exceed departmental requirements.
• Ability to establish proactive partnerships with local account directors, case coordinators, and leaders of business units.
• Experience developing and delivering presentations at national sales meetings or to leadership groups.
• Willingness to support financial, promotional, and operational functions as needed.
• Capability to perform minor administrative tasks such as ordering supplies.

Desirable Skills/Experience:

• Fluency in English, with Spanish and/or French language skills for Canada and LATAM coordination.
• Experience in pharmaceutical, biotech, medical device, or healthcare logistics environments.
• Knowledge of ERP and CRM systems (e.g., SAP, Oracle, Salesforce) and strong Excel/data analysis skills.
• Familiarity with GDP/GxP, cold chain, and cross-border import/export requirements in LATAM and Canada.
• Background in returns policies, complaint handling, and QA collaboration.
• Continuous improvement approach; exposure to Lean or Six Sigma practices.
• Strong communication skills for cross-functional work and handling blocking issues with customers.
• Presentation experience with senior collaborators and field teams.
• Ability to work effectively in time-critical, regulated operations with after-hours responsibilities.

Annual base salary for this position ranges from $69,740 to $91,534. AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs.  In some cases, offers outside the range may also be considered to address unique circumstances.

In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role).  Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.

Great People want to Work with us! Find out why:

• GTAA Top Employer Award for 10 years

• Top 100 Employers Award

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• Learn more about working with us in Canada

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This is the place to make a meaningful impact – on patients’ lives and your personal growth. It’s both exciting and inspiring, and it’s what keeps us motivated every day.

At AstraZeneca's Alexion division, you'll find an environment where work transcends ordinary boundaries. Our commitment to patients drives everything we do. We embrace diversity and innovation to tackle the toughest challenges faced by those living with rare diseases. With a rapidly expanding portfolio and an entrepreneurial spirit akin to a leading biotech firm combined with global resources—your career here means making a real difference. You'll be supported by exceptional leaders who empower you to grow through tailored development programs that align your personal growth with our mission.

Ready to make a difference? Apply now!

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Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack thereof, sex, sexual orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion provides reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding an accommodation, please contact accommodations@Alexion.com. Alexion participates in E-Verify.