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Customer Operations Analyst - United States  

Company managed [?] Still accepting applications
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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 Salesforce.com 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