Customer Operations Specialist

Are you ready to make a difference in the world of healthcare? As a Specialist in Customer Operations, you'll be at the forefront of ensuring efficient and compliant processing of customer orders within a GxP-regulated environment.

You'll serve as the main point of contact for healthcare providers, distributors, and pharmacies, supporting account onboarding and maintenance, resolving inquiries by phone and email, and handling errors swiftly. Collaborate closely with internal teams, monitor key performance metrics, support REMS compliance, manage quality records, and identify opportunities to enhance processes and service delivery. If proactive communication, strong relationship management skills, and a commitment to quality and compliance are your strengths, this role is for you!

Accountabilities:

• Be responsible for the daily management and accurate processing of sales orders, emergency orders, service requests, and advance exchange programs in collaboration with team members, ensuring strict compliance with SOPs, WIs, and GxP requirements.
• Monitor EDI orders and invoices, promptly identifying and resolving EDI-related errors to ensure uninterrupted order flow.
• Review customer orders for compliance with internal programs and ensure product shipments align with established distribution models and REMS requirements where applicable.
• Welcome and support new accounts, including monthly communication, necessary data updates, and timely assistance to collaborators via phone and email.
• Manage after-hours, weekend, and holiday calls from healthcare providers, coordinating with Distribution, Patient Services, REMS providers, distributors, and receiving locations as required.
• Exercise sound decision-making in processing returns, credits, and rebills in accordance with company policies, ensuring swift and complete resolution of inquiries.
• Build and maintain professional relationships with specialty pharmacies, distributors, physicians, suppliers, and wholesalers while collaborating closely with Alexion Commercial teams and Global Supply Chain colleagues.
• Maintain and improve key internal KPIs such as OTIF and SLA metrics for both calls and orders.
• Manage quality records, including deviations and complaints within the Quality Management System, consistently seeking and recommending process improvements to support team performance and compliance with local and global standards.
• Maintain standard operating procedures and work instructions with an emphasis on identifying opportunities to increase efficiencies.
• Provide support, guidance, and promote Customer Operations functions to all stakeholders, actively contributing to Customer Operations projects and initiatives.
• Provide backup and cover for the team during periods of absence or vacation.

Essential Skills/Experience:

• Minimum of three years’ experience with customer relations and supply chain roles
• Proven record of strong performance and consistent achievement of objectives.
• Familiarity with FDA regulations or FDA-mandated programs, with a commitment to meeting quality and compliance requirements.
• Intermediate to advanced proficiency in Microsoft Word, Excel, and PowerPoint.
• Prior SAP experience at an intermediate to advanced level.
• Experience with accounts receivable processes and issue resolution is an advantage.
• Fluency in English both written and oral is essential; fluency in other languages is desirable.
• Ability to work independently and flexibly, including outside normal business hours.
• Strong interpersonal and written communication skills.
• Demonstrated adaptability, multitasking capability, sense of urgency, and proactive approach to challenges.
• The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others

Desirable Skills/Experience:

• Degree in Business Management, Supply Chain/Logistics, or related field preferable.
• Six sigma certifications preferred

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Joining Alexion means embracing an opportunity where work isn’t ordinary. We are a beacon in the global Biopharmaceutical landscape. Our closeness to patients brings us closer to our work and each other. Combined with our brave pioneering spirit – we are truly unique in R&D and healthcare. At Alexion, grow and innovate in a business with a rapidly expanding portfolio. Enjoy the vibe of a leading biotech where people build connections to explore new ideas. As an important member of our commercial team, you'll meet the needs of some of the most under-served patients in the world. You will be empowered with tailored development programs designed not just for skill enhancement but for fostering a deep understanding of our patient's journeys.

Ready to make an impact? Apply now to join our team!

Date Posted

Closing Date

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.