Patient Supply Management Specialist

Position Summary

This role will be responsible for all aspects of the ERP (SAP) order book by ensuring all customer demand is satisfied by efficiently processing sales orders, handling customers’ enquiries relating to sales orders, vial requests and product returns or exchanges. In addition, proactively monitor all electronic order/invoicing processes (EDI) relating to customer sales order demand and invoicing.

Answer incoming calls and emails, understand the customers’ needs and their environment, and to improve satisfaction at sales and service support levels. Work to build a strong relationship with the regional lead through proactive communication on all business-related issues arising from the Customer Operations Management activities.

Maintain, within the group, the accurate and timely processing of all orders and requests in SAP and in the CRM databases. Build excellent working relationships and regular contact with stakeholders such as Customer Operations, Sales, Finance, Credit Management, Distribution, QA, Regulatory and Legal. Support process improvements, Customer Operations specific projects and initiatives. Fully understand all the Departmental processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements. Drive superior levels of compliance and efficiency with all tasks within Order Management, always ensuring every patient is treated on time every time.

Principal Responsibilities

• Daily management and processing of sales orders, rush orders, service requests and advance exchange programs with the team members (Shipping Calendar processing, Global Access to Medicines Program (GATM), Named Patient Sales (NPS), other Commercial, Free of Charge/Compassionate items as applicable). Ensure all received orders are always processed by end of Business Day.
• Provide daily support to the country/region with all aspects of Customer Operations Management tasks. Provide regular reporting and feedback on the challenges of the day/week and take the initiative to proactively solve issues or reach out to other Departments for the support required.
• Manage the coordination of information to the customer and to the internal teams on all aspects of the order processing status. This includes all shipment status updates by Distribution.
• Provide backup and cover for the Customer Operations team and customers in the case of the absence in other regions/countries.
• Support the implementing of any new customer demand methodologies
• Accountable for using and maintaining established & Standardized template(s) / Document(s) / procedure(s) whenever it is applicable, in conjunction with Customer Operations Management guidance/recommendations and ensure all training requirements are completed on time. Assist and execute all Customer Operations activities as per SOPs for all related processes including product Returns and Recalls, in close collaboration with Distribution and QA Teams
• New Customer Creation and modification in SAP in conjunction with Regulatory Affairs and ensure the validation criteria for Bona Fide with the appropriate control documents. Patients records creation in conjunction with Customer the related parties (as applicable)
• Ensure that the team collects all important information during the interaction with customers and proactively keep the Lead informed with next steps.
• Support implementation of solid professional and collaborative relationships with his/her team and other internal departments.
• Work very closely with the Distribution team to ensure that product is delivered to the right place, at the right time and for the right patient.
• Ensure the highest adherence to all compliance requirements within the function:
  • Quality control - Good Distribution Practice (GDP Guidance)
  • Data Privacy control – General Data Protection Regulation (GDPR)
  • Financial control – Sarbanes Oxley
  • Regulatory control – Controlled distribution
• Support the yearly requirement for Customer account revalidation in conjunction with the local quality representative and within the timelines set. And manage the closing of these inactive accounts with oversight from the local Quality representative and relevant Commercial contact
• Ensure decisions made on acceptance or denial of returns, credits and rebills meet Alexion’s policies in coordination with the distribution specialists
• Only where applicable, manage any customer pre-payment processes in conjunction with current SOP and Alexion’s
• Only where applicable, support the Regulatory team in the requirement for distributing Risk Management Packs (RMP) for new physicians and patients
• Manage, update and follow up of key Customers/Accounts enrolled with ALXN Shipping Calendar agreements, ensuring On-Time-Delivery with Distribution
• Effectively and efficiently manage project items as assigned by Leader and deliver on timelines and tasks as required and in accordance with project dates. Monitor and support workload in a very proactive manner
• Inventory monitoring and management to ensure adequate supply to patients / customers
• Distributor invoicing/cost management
• Support new product introduction launches. Facilitate meetings, track the completion of the tasks with other departments and proper record in the related systems.
• Manager Quality Records (deviation, complaints and change controls)

Qualifications

• Previous Pharmaceutical Experience essential, minimum of 3 to 5 years ideally in a Customer Service or Supply Chain function
• Knowledge and understanding of local order to invoice processing for pharmaceutical products
• Strong knowledge of SAP, document automation & order management  and customer portal software solutions, and RPA.
• Excellent communication and relationship building skills
• Strong process improvement and project management skillset
• Ability to lead and take initiatives, and to drive change
• Knowledge of Supply Chain Operations
• Knowledge in Finance (Credits/ Debits) is a plus
• Strong computer literacy, with MS Office (Word, Excel, Outlook, Power point)
• Strong presentation skills
• Fluency in English and Portuguese or Spanish both written and oral; is a plus

Education

• University Degree in Business Related or Supply Chain preferred
• GDP Certification is a plus

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.