Customer Operations Specialist

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

You'll 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

Great People want to Work with us! Find out why:

• GTAA Top Employer Award for 10 years

• Top 100 Employers Award

• Canada’s Most Admired Corporate Culture

• Learn more about working with us in Canada

• View our YouTube channel

This is the place to make a meaningful impact – on patients’ lives and your personal growth. It’s both exciting and inspiring, and it’s what keeps us motivated every day.

At AstraZeneca's Alexion division, you'll find an environment where work transcends ordinary boundaries. Our commitment to patients drives everything we do. We embrace diversity and innovation to tackle the toughest challenges faced by those living with rare diseases. With a rapidly expanding portfolio and an entrepreneurial spirit akin to a leading biotech firm combined with global resources—your career here means making a real difference. You'll be supported by exceptional leaders who empower you to grow through tailored development programs that align your personal growth with our mission.

Ready to make a difference? Apply now!

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AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs.  In some cases, offers outside the range may also be considered to address unique circumstances.

In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role).  Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.

We are using AI as part of the recruitment process.

This advertisement relates to a current vacancy.