Business & Customer Operations Associate

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Job Description

The Business & Customer Operations Associate/Analyst is expected to establish a working knowledge of our direct customer base and any applicable specific requirements. The person in this role will serve as both support to the team (including management) as well as the primary contact for all department data pull and research needs. This team member will support workflow review and edits within the department to help increase efficiency. This role is expected to report on multiple metrics that highlight the department’s opportunities and successes. The person in this role will support management to ensure the business is running in an efficient and compliant manner and provide ideas on areas for continuous improvement. This role may support product allocations and top-tier account management. This role requires self-initiation; someone that can evaluate a situation and determine if further enhancements will benefit the business, be able to implement an action plan and see it through. A balance between daily business activities and special project participation is required.

The Customer Operations team is the primary contact for all day-to-day customer interactions for both internal and external customers. This team is responsible for all standard Customer Service (CS) activities supporting all commercial and pipeline products, inclusive of the Brand and Generic divisions. Standard CS activities include, but are not limited to direct purchase order management, inventory management, and tending to direct customer and consumer inquiries. Responsibilities outside the standard Customer Service activities include but are not limited to product allocations, shipping related claims, 3PL management, direct sale reporting, direct customer account management (including customer portal maintenance), SOM management, DSCSA related support, claims, process creations, and special projects. While in this role, the expectation is to operate within a customer-centric approach across all procedures.

Responsibilities

• Project support
• SOM and controlled drug compliance and process ownership
• Oversight of the order management process and developing key relationships at our 3PL partner with respect to customer shipments/deliveries and shipping errors.
• Direct interaction with B2B and B2C
• Follow up with customers to see that any complaints were satisfactorily resolved as necessary.
• Ensure unsurpassed quality service for Lupin customers.
• Interact with all levels of internal management and actively participate in meetings when required.
• Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations.• Understanding and compliance of department processes, procedures and policies, this includes input on SOP creations.
• Assist in order allocation process and back-order management when needed.
• Support Sales/Marketing, Contracts and Pricing to ensure execution of all promotions, pricing offers, and other areas as needed.
• Aid upper management in analyzing data, troubleshooting problems and multitasking, all to drive sales for the organization.
• Perform all other duties that are assigned.

Qualification and Experience

• Bachelor’s degree in business and related field or equivalent Account Management, Customer Service and Sales Support related experience.
• 1-3 years related Pharmaceutical Industry experience
• Strong technical skills- intermediate to advanced level in Microsoft excel, outlook, project is a must
• Situational analysis/independent thinking
• Strong written and verbal communication and interpersonal skills
• Flexibility to work in a team setting or independently, depending on the needs of the department.
• Self-starter
• Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems.
• Strong ability to organize, multi-task, prioritize, and manage time effectively, to work with little supervision.
• Ability to recommend and implement changes with minimal supervision.
• Ability to operate effectively in an environment with a high volume of transactions.
• Ability to develop strong relationships with contacts at customer accounts.
• Ability to analyze data.
• SAP experience is highly preferred

The anticipated salary range for this position in New Jersey is $70,000.00 - $80,000.00, plus discretionary performance bonus (based upon eligibility). The final salary offered to a successful candidate may vary, and will be dependent on several factors that may include but are not limited to: the type and length of experience within the job, type and length of experience within the industry, skillset, education, business needs, etc. Lupin is a multi-state employer, and this salary range may not reflect positions that work in other states.

Lupin is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.

Physical Requirements

The physical requirements of the position generally include: standing, walking, sitting, using hands and fingers, reaching with hands and arms, talking and hearing. In some circumstances, bending, kneeling, crouching, stooping, and crawling may apply. This position may require lifting up to 15 pounds occasionally. Generally work is performed in an office environment.

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Lupin USA, and its Affiliates does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms for any current openings at our company without a valid written search agreement in place will be deemed the sole property of Lupin. No fee will be paid in the event a candidate is hired by Lupin as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, No phone calls or emails

Competencies

Collaboration

Customer Centricity

Developing Talent

Innovation & Creativity

Process Excellence

Result Orientation

Stakeholder Management

Strategic Agility