Customer Operations Supervisor/Manager

Lupin Pharmaceuticals•Franklin Township, NJ

7d•$100,000 - $130,000

About The Position

Overview Lupin is comprised of a fast growing, innovative and robust team of manufacturing, Research and Development and commercial divisions. Together these entities make up the generic and branded U.S. business. Lupin has a significant generic pipeline, and a branded focus on women's health. Our first Research and Development facility in the US is located in Coral Springs, Florida which focuses on generic and branded orally inhaled and nasal drug products. Somerset, New Jersey is home to one of Fifteen commercial manufacturing sites globally and the only commercial manufacturing facility in the United States for Lupin, as well as additional Research and Development teams. Lupin is prided on being people-focused and centered around how impactful we are with our customers. Dollars are not a measure of success but rather the people we help along the way. Responsibilities 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 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, process creations, and special projects. This role is responsible for ensuring the team has a customer centric approach across all procedures that impact order to cash activities. In this role the ideal candidate should serve as both a support to team members as well as manage any escalated customer concerns but be willing to tend to any item within the department when needed. It is expected that while overseeing the team to ensure the business is running in an efficient and compliant manner, areas for continuous customer satisfaction improvement and overall business process improvements are identified. This role will also support cross-functional teams that seek assistance from Customer Operations to perform their duties. This role requires self-initiation; someone that can evaluate a situation and determine if further enhancements will benefit the business and be able to implement an action plan to completion. A balance between team management, daily business activity management and special project participation is required

Requirements

Bachelor's degree in business and related field or 3-5+ years equivalent Customer Service and Sales Support pharmaceutical related experience.
Three to five years related experience in a pharmaceutical manufacturing and supplier environment.
Experience in Pharmaceutical Industry
Situational analysis/independent thinking
Strong written and verbal communication and interpersonal skills
Flexibility to work in a team setting or independently, depending on 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.
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.
Intermediate level knowledge of MS programs.

Nice To Haves

SAP experience is highly preferred.

Responsibilities

Oversight on the Order Management Process and develop key relationships at our 3PL partner with respect to customer shipments/deliveries and shipping errors.
Order billing and billing preparation.
Provide escalated customer support where needed and ensure responses are timely.
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 with departmental processes, procedures and policies, this includes SOP creations and initiating automation where possible.
Ensure pricing problems are properly directed, researched and resolved timely.
Assist in Order Allocation Process and Backorder Management
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 to drive sales for the organization. Function as a mentor for the associate representatives to aid in their skills and development.
Perform other assigned duties.