Customer Account Analyst

 Duties:
Job Purpose:
This position will provide a 1:1 relationship with the Influenza Sales Team, assisting in all reporting and validation tasks required operationalizing signed customer contracts both during and outside of the primary shipping season.  Required to perform high end review and analytics for a set group of customer accounts each year.
 
Major Accountabilities:
Review and assess contracts to ensure that they can be operationalized effectively.  Work directly with the Sales Team to resolve any issues pertaining to fulfilling customer requests.
Create or update all departmental procedures several times a year to ensure that all team members are following the most up to date and accuracy processes.
Confirm all pricing in an SAP system to ensure accuracy to contracts for over 90 accounts.
Correctly answer customer questions regarding to invoices and reissue inaccurate invoices if required.   
Quality check all orders entered for their select group of accounts; analyzing billing, shipping, and quantity prior to orders being shipped out.
Identify all EDI IDOC issues on incoming orders or customer accounts are work with the customer and IT to resolve in a timely manner. 
Release all approved orders to the warehouse for shipment to customers.
Guarantee that all released orders for their assigned account list ship out, accurately, on-time, and within the approved allocation window.
Perform routine reports and analysis on customer's delivery requirements and financial situations, including ensuring adequate credit lines and inventory levels to avoid shipment delays.
Process any escalated Customer Incident or Discrepancy reports and track the number of doses lost to clinical or logistical errors.
Handle any specialized reporting (monthly invoice summaries, daily tracking reports) that the customer or sales team requests.
Report any potential technical complaints filed by customers to a regulatory group within 24 hours of receiving the customer's notice.  Work with regulatory to answer any follow-up questions and avoid unnecessary recalls.
Communicate daily with assigned NSLs to report any issues or delays that arise on their accounts, and assist in problem solving the situation.
Responsible for the detailed analysis, tracking and approval of customers returns, matching right of returns to quantities actually returned by customers.
Maintain records of all account information, ordering habits, primary contacts, and special shipping rules for each of their customers.
Run and track compliance reporting to ensure that all associates in the department are being held to the company's standards and policies.
 
Skills:   
Minimum Requirements:
Previous experience in the pharmaceutical customer service industry, preferably handling vaccines or other cold-chain products.
High level of experience with Microsoft Excel and SAP 6.0 or later.
Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting.
Able to effectively document new procedures to be added to training materials.
EDI ordering/account maintenance is required.
Must have excellent communication skills and strict attention to detail.
Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve the problems.
Ability to work with cross-functional teams (Finance, Sales and Distribution, QA, IT and senior managers).
Travel: Limited (<10%) domestic travel as required for training or meetings.
 
Education:         
High School diploma
Continuing education and/or Bachelors of Science or Administration degree preferred, with emphasis in Business or related field
Minimum 2 years of experience in the pharmaceutical industry or a regulated industry, experience with vaccines and/or biologics products highly desirable
Intercultural experience and ability to act in a complex and rapidly changing business environment, preferably 1 year