Manager, Customer Operations
POSITION SUMMARY
An experienced manager responsible for handling the day-to-day activities forthe Customer Operations team pertaining to order processing and customer account management. Responsible for ensuring that the Customer operations team is appropriately trained to respond professionally to incoming calls and emails, understand customer needs and their environment. Work to build customer relationships through proactive communication and key outcome Indicators, as well as conduct regular customer reviews.Support supply chain transformation activities and projects.
Main Responsibilities
Lead a team of 5-7 CORs by coordinating daily operations and establishingobjectives that support the department and company goals.
Work closely with other teams such as Sales, patient support, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Understanding processes and making recommendations to improve overall team efficiency in alignment with local requirements, and ensuring every patient is treated on time every time
Provide support to the Director of US Customer Operations in the day-to-day management of the US Customer Operations team and project implementation
Willingness to be on call as needed and participate in scheduled rotations
Actively promotes an environment of trust and teamwork focusing on inclusion, belonging, and sharing of knowledge
Support strong professional relationships and collaboration with various field employees and other internal services through monthly or quarterly meetings and operational updates.
Manage Quality Management records as change controls. deviations, supplier records
Support the development and review of SOPs and Work and participate in reviewing SOPs
Qualifications
Minimum 5 years of experience in managing customer operations preferable in the pharmaceutical industry
Experience in managing teams, training, developing, and coaching individuals to achieve their full potential
Solid knowledge of SAP Sales and Distribution module (end-o-end sales order processing)
Experienced in managing inquiries from commercial team(s) and customer inquiries, with exceptional oral and written communication skills
Leadership and management skills and past responsibilities in team management is a requirement
Good knowledge of management control principles and accounting principles
High sense of ethics and responsibility, high reliability
Excellent communication and relationship-building skills
Strong focus on process improvement and project management
Ability to lead take initiative, and drive change
Rigorous, organized and process-oriented
Analytical, curious, and dynamic mind
Flexibility and adaptability to changing priorities
Knowledge of supply chain operations
Computer knowledge, with MS Office (Word, Excel, Outlook)
Familiarity with Esker and is a plus
Education
Bachelor’s Degree (minimum) or 2-5 years of experience with a strong, successfultrack record in customer operations and distribution.
Post-graduation or MBA preferred
Preferable Six Sigma certification
Expectation of working in the office 3 days a week statement: 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.
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.