Customer Service Analyst

Duties:
The Customer Service Analyst position will provide a 1:1 relationship with a Seqirus Influenza Vaccines National Account Sales Team member(s) to assist with customer needs and facilitate and execute within the sales-order management process for vaccine orders. The position will be required to perform high-end analytics for a group of customer accounts and decipher ordering trends and make recommendations for improvements. They will work with external customer representatives to assure seamless and accurate sales-order management processing. The Analyst will monitor, assess and report on, product distribution and delivery performance against a contract, internally to the customer as needed.
Create new accounts in the SAP system and maintain account data for billing and shipping locations
Quality check all orders entered for their select group of accounts; analyzing billing, shipping, and quantity prior to orders being shipped
Release all approved orders to the distribution warehouse for shipment to customers
Assure that all released orders for their assigned account list ship out, accurately, on-time, and within the approved allocation window
Communicate daily with assigned Sales Team members to report any issues or delays that arise on their accounts, and assist with any problem-solving
Validate state pharmacy licenses on all assigned customer accounts
Support customer credit clearance with internal finance department
Identify all EDI SAP issues on incoming orders or customer accounts and work with the customer and IT to resolve in a timely manner
Responsible for the analysis, tracking and monitoring of approval for any customer returns
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 amount of vaccine product lost to clinical or logistical errors
Report any Product Technical Complaints filed by customers to Medical Affairs team within 24 hours of receiving the customer's notice
Address customer questions regarding invoices and reissue invoices if required
Perform any specialized reporting, e.g. monthly invoice summaries, daily tracking reports, etc., that the customer or sales team requests
Maintain records of all account information, ordering habits, primary contacts, and special shipping rules for customers

Skills:
Previous experience in the pharmaceutical customer service industry, preferably handling vaccines or other cold-chain products via a customer service position
Must have excellent communication skills and strict attention to detail
Strong interpersonal skills via direct communication and indirect via email
Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
Able to provide accurate feedback regarding how customers feel about our level of service
Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems
Ability to work across internal cross-functional teams (Finance, Sales and Distribution, QA, IT and senior managers) and represent customer service
Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering and SAP account sale-order management experience preferred

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