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Customer Operations Analyst Princeton United States,  

Posted on : 22 December 2017

Project Description

Job Overview Customer Operations Analyst will manage the provide product/sales order management process; provide dedicated business analytics, and possess strong leadership skills to ensure highest customer service to the top-rated Sandoz accounts. The role will work closely with Sales Commercial Operations and Distribution, as well as many cross-functional teams. Customer Operations Analyst will possess proactive communication, problem-solving, and collaboration skills to ensure top customer satisfaction. Key Responsibilities Customer Operations Analyst will be a highly experienced professional with strong communication, operational, analytical and relationship-building skills with focus on leadership to ensure customer satisfaction in delivering on the following: Account Management Manage the new customer application and onboarding process in collaboration with Sales, Pricing, Finance, and Contracts teams Strong collaboration with Sales (to ensure strong relationship and customer satisfaction) and Supply Planning (to ensure clear customer messaging of supply constraints / availability) Actively participate in Key Account Management Team and internal Customer Team meetings Customer Service calls with customer Ensure weekly backorder report is communicated within agreed-to timelines Oversee One-time buy requests in and understand potential opportunities Ensure product substitution due supply constraints (when applicable) Sales Order Management Process and maintain customer sales orders Ensure management of EDI and Manual sales orders in SAP Provide clear communication to Sales Logistics and Distribution related to order changes Open Order reporting and tracking Manage dating changes based on customer requirements Understand Order Release process and provide customer insight Handle and approve customer expedite requests based on agreed-to guidelines Manage shortages, destructions, and damages reporting to Distribution Issue call tags (when applicable) Proactive Customer Analytics Customer account analytics and product availability reporting Sales vs. Forecast Proactively work with customers to improve forecast accuracy with analytical data Partner with Sales Commercial Operations team to understand Customer Scorecard metrics On Time in Full (OTIF) reporting and root cause analysis Understand customer scorecards and opportunities for improvement Proactively understand customer requirements to ensure shipment specifications are met (when applicable) RFP analysis reporting and understanding of won/lost award timelines Exception reporting and monitoring (when applicable) Customer specific cancellation requests, Stock In Trade, Returns, Failure To Supply Leadership Provide strong leadership to Customer Operations team to ensure effective communication, collaboration, and problem-solving. Solicit feedback from team and communicate updates on projects and initiatives focusing on creating efficiencies Ensure coverage for any projects related to Customer Operations (when applicable) Actively participate in Customer Operations team meetings and presentations (when applicable) Provide leadership and insight to Customer Operations team Serve as backup to customer account management On-going Customer Operations Functions Ensure resolution of product-related customer questions via email or phone Support product launch activities related to Customer Operations functions Use of SAP/BI reporting, Qlik Sense, and Siebel to analyze customer data Ensure Customer Operations SOPs and work instructions are current Comply with SOX protocols Use of Customer Connect and provide shipment information to customers (when applicable) Cross-functional harmonization Coordinate and effectively communicate with internal cross-functional teams Sales, Distribution, Sales Logistics, Franchise, Pricing/Contracts, Supply Planning, Product Launch, Quality, Finance, and Reverse Logistics Continuous Process Improvement Support SAP enhancements and provide insight to on-going system improvements Identify areas for process improvement across all of Customer Operations Ensure collaboration within cross-functional teams and highlight areas of improvement Experiment and deliver solutions thru Innovation Excellent organizational and communication (written & verbal) skills Ability to create and maintain customer relationships Strong leadership and active listening skills Strong analytical skills Detail oriented, able to multitask and meet deadlines Delivers timely/sound decisions to the business with complete information Self-starter and results driven  always goes the extra mile Proactive and collaborative Understanding of the generics industry preferred SAP experience required Strong MS Excel and Power Point skills Education & Experience: Bachelor's degree required, advanced degree preferred 4 + years of relevant business experience


NJ - Princeton

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