The Opportunity

Reporting to the Sr. Manager, Customer Account Management, you will set strategic direction, priorities and goals for your team to ensure employees understand how routine functions and transactions support strategic goals. This team provides a 1:1 relationship with members of the sales team to assist with customer needs to facilitate and execute within the sales-order management process for influenza orders. The Manager position will be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities focused on the customer experience. Lead workforce planning efforts, management of staffing models and overtime, work cross-functionally, with a wide range of key stakeholders, to ensure orchestration of the "order to cash" team processes are accurate. Additionally, you will ensure that critical business practices are met by the Customer Account Analyst team, while achieving the best possible customer experience.

• Provide leadership and support around our short and long-term strategic customer service roadmap
• Coordinate with all contributors, including customers, sales, supply, distribution and operations, to ensure agreement of order to cash processes
• Develop and deliver processes for the team that maintain strategic organization alignment
• Maintain open communication to keep staff informed of department updates, critical decisions and corporate messaging; direct updates to corresponding documentation or procedures
• Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards
• Manage and promote development of all team members
• Communicate adherence to performance standards, addressing performance issues
• Review escalated cases and provide remediation, including follow-up with important partners
• Examine and present a variety of operational performance measurement results, deriving insights regarding key performance indicators
• Manage fast-paced production team, with the ability to contribute meaningfully to data-driven process improvements
• Manage several projects with multiple deliverables simultaneously
• Industrious relationship builder undertaking and assisting with a variety of tasks associated to order to cash management including but not limited to, team and order readiness, collaboration with sales and proactive outreach with distribution and supply
• Develop and reward top talent while establishing a solid succession plan; build bench strength for critical roles
• Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
• Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
• Monitor productivity and quality trends; address training opportunities
• Be an expert; place emphasis and value on innovative solutions and calculated risks
• Ensure employee diversity and inclusion through hiring practices and work assignments
• Perform or delegate any specialized reporting, e.g. monthly invoice summaries, daily tracking reports., that the customer or sales team requests
• Ownership of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions
• Manage the HR elements of the team for on-boarding, off-boarding of staff, training and development

• Bachelor degree or equivalent in business, communications or related discipline preferred
• 5 -7+ years' experience in customer service or related field
• Demonstrated leadership/ team building experience
• Microsoft Office and strong Excel skills required
• SAP, Model N, and experience in the pharmaceutical, biotech or healthcare industry preferred
• Ideal experience would include pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position, but is not required;
• MS Excel required; SAP (6.0 later preferred), EDI ordering and SAP account sale-order management experience preferred