Customer Operations Specialist

at  Alexion PharmaceuticalsInc

THIS IS WHAT YOU WILL DO:

This role will be responsible for all aspects of the ERP (SAP) Patient Supply by ensuring all customer demand is satisfied by efficiently processing sales orders, handling customers’ enquiries relating to sales orders, vial requests and product returns or exchanges. In addition, proactively monitor all electronic order/invoicing processes (EDI) relating to customer sales order demand and invoicing. Work with the Customer Operations Manager, EMEA or regional lead to ensure that the team is adequately trained to professionally answer incoming calls and emails, understand the customers’ needs and their environment, and to improve satisfaction at sales and service support levels. Work to build a strong relationship with Customer Operations Manager through proactive communication on all business-related issues arising from the Customer Operations Management team.
Maintain, within the group, the accurate and timely processing of all orders and requests in SAP and in the CRM databases. Build excellent working relationships and regular contact with stakeholders such as Customer Operations Management, Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Support the Customer Operations Manager, EMEA in process improvements, Oder Book Management specific projects and initiatives. Fully understand all the Departmental processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements and the Customer Operations Manager, EMEA or regional lead. Drive superior levels of compliance and efficiency with all tasks within the Customer Operations Management, always ensuring every patient is treated on time every time.

YOU WILL BE RESPONSIBLE FOR:

• Daily management and processing of sales orders, rush orders, service requests and advance exchange programs with the team members (Shipping Calendar processing, Global Access to Medicines Program (GATM), Named Patient Sales (NPS). other Commercial, Free of Charge/Compassionate items as applicable). Ensure all received orders are always processed by end of Business Day.
• Provide daily support to the country/region with all aspects of Customer Operations Management tasks. Provide regular reporting and feedback on the Patient Supply Management challenges of the day/week and take the initiative to proactively solve issues or reach out to other Depts. for support required.
• Manage the coordination of information to the customer and to the internal teams on all aspects of the order processing status. This includes all shipment status updates by Distribution.
• Provide backup and cover for the Customer Operations Management team and customers in the case of the absence in other regions/countries.
• Be part of the On-Call rotation support to handle emergencies from customers.
• Accountable for using and maintaining established & Standardized template(s) / Document(s) / procedure(s) whenever it is applicable, in conjunction with Customer Operations Management guidance/recommendations and ensure all training requirements are complete. Assist and execute all Customer Operations Management activities as per SOPs for product Recalls, in close collaboration with Distribution and QA Teams
• New Customer Creation and modification in SAP in conjunction with Regulatory Affairs and ensure the validation criteria for Bona Fide with the appropriate control documents. Patients records creation and update in SFDC in conjunction with Customer Operations Manager & RAMs (as applicable)
• Ensure that the team collects all important information during the interaction with customers and proactively keep the Customer Operations Manager informed with next steps.
• Support implementation of solid professional and collaborative relationships with Customer Operations Management Team and Customer Operations Managers and other internal departments.
• Work very closely with the Distribution team to ensure that product is delivered to the right place, at the right time and for the right patient.
• Vaccination certificates (CoV) checking: collection, verifying, working with medical and regulatory people in the regions to approve CoV, filing, entering the information into database, cleaning up the CoV database, chasing the expired CoVs
• Ensure the highest adherence to all compliance requirements within the function
• Quality control - Good Distribution Practice (GDP Guidance)
• Data Privacy control – General Data Protection Regulation (GDPR)
• Financial control – Sarbanes Oxley
• Regulatory control – Controlled distribution
• Support the yearly requirement for Customer account revalidation in conjunction with the local quality representative and within the timelines set.
• Ensure decisions made on acceptance or denial of returns, credits and rebills meet Alexion’s policies in coordination with the distribution specialists
• Only where applicable, manage any customer pre-payment processes in conjunction with current SOP and Alexion’s Credit Management policy. Manage: traditional and electronic Invoice Management, pre-payment and invoices not paid, late payment interest
• Only where applicable, support the Regulatory team in the requirement for distributing Risk Management Packs (RMP) for new physicians and patients
• Manage, update and follow up of key Customers/Accounts enrolled with ALXN Shipping Calendar agreements, ensuring On-Time-Delivery with Distribution
• Effectively and efficiently manage project items as assigned by the Customer Operations Manager, EMEA and deliver on timelines and tasks as required and in accordance with project dates. Monitor and support workload in a very proactive manner