Senior Customer Operations Specialist

The Senior Customer Operations Specialist helps ensure drug availability for all Canadian patients through effective order management, inventory management, logistics, customer relations, account management and related process and project management while adhering to performance standards and internal controls.

Principal Responsibilities:
Order management

• Manage shipments within Canada including receipt of orders, approval of orders with exceptions, processing of orders and generate customer invoices based on goods shipped

• Closely monitor patient ordering pattern and update tracking database daily

• Manage after-hours activities, weekends and holidays “on-call”

• Co-ordinate and maintain training standards for Canada COS, including localcross training to ensure after hours support

Inventory management and logistics 

• Facilitate immediate resolution of shipping or logistics issues to ensurepatients receive infusions on time.  These may occur during non-businesshours

• Monitor inventory levels to ensure volume does not fall below safety stock.

• Conduct monthly meeting with Supply Chain to ensure all stakeholders areaware of changes in demand forecast and receiving requirements 

• Conduct weekly cycle counts, annual physical count; keeping andmaintaining accurate records of all inventory in the warehouse, reconcilingwith data storage system while maintaining note of any discrepancies.

• Ensure discrepancies are resolved without delay
  Facilitate the development of best practices for managing treatment facility

• logistics and trade customer issues

Customer Relations and Account Management

• Handle escalated customer calls and provide quick resolution by coordinating activities with numerous internal and external parties

• Management of inquiries from Customers, Case Managers, Sales, Marketing and other internal customers to ensure complete and timely resolution

• Provides inputs when required for outstanding Company receivables, supports with customer inquiries, and collection of outstanding invoices

• With QA, analyze and review returns requests. Assist with decisions on acceptance or denial of returns based on Alexion’s Return Good Policy

• Establish new customer accounts and maintain existing customer information

• Identify, triage and process quality events including Supply and Logistics complaints, deviations and product quality complaints/adverse reactions

Project Management, Process Improvement  and Reporting

• Recognize and report any negative trends to management

• Ability to take an active role in Teleconference for related tasks ( with external and cross functional and site locations)

• Prepare monthly/quarterly and biannual Customer Service invoicing reports as required by Finance, Marketing and the Operations team

• Create, implement and control process improvements for functional areas (SOPs and training / procedures etc.)

• Ability to identify continual departmental process improvements

• Ensure adherence to performance standards, adherence to internal controls, and co-ordination and support for Audits

• Collaborate with Alexion global counterparts to facilitate drug availability for travelling patients

• Manage various departmental projects and operationalize new business strategies, including Vendor co-ordination, IT testing and local SOP development and implementation

• Liaise with IT to ensure that systems supporting the department are meeting or exceeding requirements to allow the team to offer best in class service
  Ensure proactive partnerships are established and maintained with Regional Account Managers, Case Managers  and BULs

• Develops and delivers presentations to management and team members at national sales meetings or Canadian Management Team

• Support and assist any other departments in the Finance, marketing and operations as needed

• Assist with light office management duties such as ordering office supplies when required

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Qualifications:

• Senior background in pharmaceuticals, customer operations, distribution, and trade relations.

• Proficiency in SAP (specifically sales and distribution model is desired,) ACD telephony, electronic data interchange and CRM systems.

• Has strong verbal and written communication skills, problem solving skills, result oriented and is a team player and produces results.  

• Bachelor’s Degree or 5-10 years’ experience with a strong, successful track record in management of customer operations and distribution environments.

• Competent and knowledgeable of the inner workings of healthcare wholesalers and specialty pharmacies.

• Has a strong appreciation and understanding of emergent situations that may be life threatening for a patient.

• Able to continually demonstrate a strong sense of urgency on an on-going basis

• Ability to manage cold chain distribution requirements.

• Proficient in functions within customer operations including seamless logistical management and timely issue resolution.

• Strong communication and negotiation skills

• Ability to handle sensitive issues with opposing opinions; work in cross functional environment.

• Excellent negotiator and team player with the ability to manage multiple tasks simultaneously

• Computer and internet research literacy

Since beginning our operations in Canada in 2009, Alexion has been working tirelessly to bring innovative medicines to the millions of Canadians living with rare diseases. Our pioneering 30-year legacy, our scientific expertise and our commitment to patient-centric decision-making are the foundations of what we are today – a company with a mission to transform lives.

Our Canadian team

We know that people living with a rare disease and their families deserve our unwavering commitment and investment into finding and accessing therapies that help them live longer, fuller lives. Our presence in Canada has grown to over 200 employees and includes a global research and development hub, made up of highly skilled professionals responsible for conducting our clinical trials in Canada and around the world, as well as our dedicated and passionate local teams that ensures our treatments reach those who need them. Together, we are driving patient impact locally and globally.

How we work
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 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.

Alexion 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. Alexion is committed to accommodating persons with disabilities. Such accommodation is available on request in respect of all aspects of the recruitment, assessment and selection process and may be requested by emailing AZCHumanResources@astrazeneca.com.

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.