Customer Service Support Analyst (Secondment 12 months)

This Customer Service Support Analyst (CSSA) provides high level of support for all three Customer Service sites located in Collegeville Lake Forest and Memphis. This role supports quality monitoring for approximately 80 Customer Service Representatives (CSR). This role evaluates CSRs phone and email interactions for US and PR Health Care Professionals (HCP) Consumers Wholesalers Distributors Pharmacies etc. against established metrics. The role also supports training and compliance for the entire order to cash process for US and PR. The role supports all performance-based initiatives within Customer CSSA assists internal customers from various departments and levels by providing data and analysis to assist with tactical and strategic decision position supports the strategy of the department and works with the management team commercial business units and technology support teams.

The position does not have direct reports but strong team-based leadership are recommended. This role must stay abreast of the frequent changes in the industry product information operations and be empowered to control and communicate sensitive information and provide creative solutions. These responsibilities include reporting analyzing and interpreting data pertaining to Trade Operations in the US and PR. This role requires an ability to understand key business fields within SAP as well as attention to detail. The Customer Service Support Analyst must possess an aptitude to understand complex business concepts from beginning to end. This role works with internal stakeholders to help develop strategies to make necessary updates to SOPs Job Aids and critical business position requires self-direction and the ability to apply complex business rules to achieve business objectives and compliance with internal controls.

What You Will Achieve

In this role you will:

• Monitor and evaluate our Customer Service Representatives interactions via phone and email with health care professionals consumers distributors pharmacies and other stakeholders against established metrics to ensure the highest standards.
• Provide coaching and feedback from these evaluations to team members and supervisors for continuous learning and performance discussions.
• Review our staffing strategies and team efficiency to effectively manage both planned and unplanned events ensuring optimal use of our call center resources to meet business objectives.
• Conduct on-boarding orientations for new hires ensure they have access to essential systems materials and information on processes and policies facilitating their transition.
• Provide comprehensive ongoing training for all levels of Customer Service creating and maintaining metrics to develop necessary training and ensure program success.
• Actively engaged in Continuous Improvement Programs to deliver high-quality service.
• Create and maintain metrics to develop necessary training and ensure the success of the training program.
• Lead or participate in Continuous Improvement Programs to ultimately provide our customers with a high level of quality service.
• Collaborate with the management team to analyze practices and procedures as part of our continuous improvement efforts.
• Lead workforce analysis promoting consistency best practices and tactical guidance. We advocate for workforce management within Operations Management improvement opportunities and workforce initiatives.
• Design perform train and distribute routine reports required by management including those for SOM Management Sarbanes Oxley and other ad hoc requests.
• Support operational reporting requests providing analysis on key drivers and trends behind these reports such as returns order frequency and back-order metrics.
• Train and mentor Customer Service team members on SAP BI/BOBJ reporting and Excel analysis.
• Assist in creating training documents for managing day-to-day tasks and work on streamlining and standardizing SOM processes and communications.
• Participates in cooperate audits yearly to ensure compliance and develop remediations processes when needed.
• Participates as a co-lead and key contact for adherence to the Sarbanes Oxley Act as co-business owner for the Sales Order Management process portion of the revenue cycle.

Basic Qualifications

Candidate demonstrates a breadth of diverse capabilities including: the ability to influence and collaborate with peers develop and coach others oversee and guide the work of external stakeholders to achieve meaningful outcomes and create business impact.

• Bachelors degree with at least 2 years of experience OR masters degree OR associate degree with 6 years of experienceOR HS diploma (or equivalent) with 8 years of experience.
• Experience in a Customer Service or healthcare environment
• Proactive and self-motivated with a commitment to continuous improvement
• Good knowledge of MS 365 Office

Preferred Qualifications

• Ability to work effectively in a team environment
• Experience in SAP / Order to Cash environment.
• Excellent organizational and time management skills
• Excellent communication skills and level of English (written and spoken)
• Bilingual in Spanish to support Puerto Rico phone and email interactions. Fluent in both reading and writing.
• Experience with relational data base report development (e.g. SAP BI Business Objects etc.)
• Experience in the pharmaceutical trade business including order management and distribution operations.

PHYSICAL/MENTAL REQUIREMENTS

Work performed in an office/desk environment.

NON-STANDARD WORK SCHEDULE TRAVEL OR ENVIRONMENT REQUIREMENTS

This role requires a standard work schedule.

Other Job Details:

• Last Date to Apply for Job: September 2nd 2025.
• NOT eligible for Relocation Package
• Location: IL - Lake Forest; PA - Collegeville; TN- Memphis; United States - remote
• Note: This secondment offers a valuable opportunity for professional growth. It will need to be funded by the secondees home team
• Secondment 8-9 months
• If you are currently in a driving position with a fleet vehicle and this secondment does not require driving as an essential function of the position for12 months or longer you will be required to turn in your fleet vehicle for the duration of the non-driving secondment. Please refer to the Fleet Policy and Procedures document for more information.