Customer Operations Specialist

Are you ready to make a difference in the world of healthcare As a Specialist in Customer Operations youll be at the forefront of ensuring efficient and compliant processing of customer orders within a GxP-regulated environment.

Youll serve as the main point of contact for healthcare providers distributors and pharmacies supporting account onboarding and maintenance resolving inquiries by phone and email and handling errors swiftly. Collaborate closely with internal teams monitor key performance metrics support REMS compliance manage quality records and identify opportunities to enhance processes and service delivery. If proactive communication strong relationship management skills and a commitment to quality and compliance are your strengths this role is for you!

Accountabilities:

• Be responsible for the daily management and accurate processing of sales orders emergency orders service requests and advance exchange programs in collaboration with team members ensuring strict compliance with SOPs WIs and GxP requirements.
• Monitor EDI orders and invoices promptly identifying and resolving EDI-related errors to ensure uninterrupted order flow.
• Review customer orders for compliance with internal programs and ensure product shipments align with established distribution models and REMS requirements where applicable.
• Welcome and support new accounts including monthly communication necessary data updates and timely assistance to collaborators via phone and email.
• Manage after-hours weekend and holiday calls from healthcare providers coordinating with Distribution Patient Services REMS providers distributors and receiving locations as required.
• Exercise sound decision-making in processing returns credits and rebills in accordance with company policies ensuring swift and complete resolution of inquiries.
• Build and maintain professional relationships with specialty pharmacies distributors physicians suppliers and wholesalers while collaborating closely with Alexion Commercial teams and Global Supply Chain colleagues.
• Maintain and improve key internal KPIs such as OTIF and SLA metrics for both calls and orders.
• Manage quality records including deviations and complaints within the Quality Management System consistently seeking and recommending process improvements to support team performance and compliance with local and global standards.
• Maintain standard operating procedures and work instructions with an emphasis on identifying opportunities to increase efficiencies.
• Provide support guidance and promote Customer Operations functions to all stakeholders actively contributing to Customer Operations projects and initiatives.
• Provide backup and cover for the team during periods of absence or vacation.

Essential Skills/Experience:

• Minimum of three years experience with customer relations and supply chain roles
• Proven record of strong performance and consistent achievement of objectives.
• Familiarity with FDA regulations or FDA-mandated programs with a commitment to meeting quality and compliance requirements.
• Intermediate to advanced proficiency in Microsoft Word Excel and PowerPoint.
• Prior SAP experience at an intermediate to advanced level.
• Experience with accounts receivable processes and issue resolution is an advantage.
• Fluency in English both written and oral is essential; fluency in other languages is desirable.
• Ability to work independently and flexibly including outside normal business hours.
• Strong interpersonal and written communication skills.
• Demonstrated adaptability multitasking capability sense of urgency and proactive approach to challenges.
• The duties of this role are generally conducted in an office environment. As is typical of an office-based role employees must be able with or without an accommodation to use a computer; engage in communications via phone video and electronic messaging; engage in problem solving and non-linear thought analysis and dialogue; collaborate with others

Desirable Skills/Experience:

• Degree in Business Management Supply Chain/Logistics or related field preferable.
• Six sigma certifications preferred

When we put unexpected teams in the same room we unleash bold thinking with the power to inspire life-changing -person working gives us the platform we need to connect work at pace and challenge perceptions. Thats why we work on average a minimum of three days per week from the office. But that doesnt mean were not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Joining Alexion means embracing an opportunity where work isnt ordinary. We are a beacon in the global Biopharmaceutical landscape. Our closeness to patients brings us closer to our work and each other. Combined with our brave pioneering spirit we are truly unique in R&D and healthcare. At Alexion grow and innovate in a business with a rapidly expanding portfolio. Enjoy the vibe of a leading biotech where people build connections to explore new ideas. As an important member of our commercial team youll meet the needs of some of the most under-served patients in the world. You will be empowered with tailored development programs designed not just for skill enhancement but for fostering a deep understanding of our patients journeys.

Ready to make an impact Apply now to join our team!

Date Posted

Closing Date

Alexion 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 lackthereof sex sexualorientation age ancestry national origin ethnicity citizenship status marital statuspregnancy (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 aninteractive dialogue with Alexion regarding an accommodation please contact . Alexion participates in E-Verify.