Working Student Customer Operations

at  Alexion PharmaceuticalsInc

THIS IS WHAT YOU WILL DO:

The Position supports Customer Operations team by 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.
The role will give the candidate a unique opportunity to work in Customer Operations and understand the day to day activities of the team.

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 Customer Operations 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.
• 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 Account Manager & RAMs (as applicable)
• Ensure that the team collects all important information during the interaction with customers and proactively keep the Customer Account Manager informed with next steps.
• 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
• Support the yearly requirement for Customer account revalidation in conjunction with the local quality representative and within the timelines set. And manage the closing of these inactive accounts with oversight from the local Quality representative and relevant Commercial contact