Manager, Customer Operations
Alexion

POSITION SUMMARY
An experienced manager responsible for handling the day-to-day activities for the 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 establishing objectives 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, successful track 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.

Date Posted
22-Nov-2024

Closing Date
31-Jan-2025Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack thereof, sex, sexual orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion provides reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding an accommodation, please contact accommodations@Alexion.com. Alexion participates in E-Verify.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.

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