Customer Operations & Logistics Lead Investigator - Mechanicsburg, PA

Job Description Summary

Sandoz is going through an exciting and transformative period as a global leader and pioneering provider of sustainable Generic and Biosimilar medicines.

Now as an independently listed company, Sandoz aims to increase its strategic focus, operate with greater agility, set clearer business objectives, enhance shareholder returns, and strengthen its culture for us, the Sandoz associates.
This is an exciting time in our history, and by creating a new and ambitious path, it will provide a unique opportunity for us all, both professionally and personally.

Join us as a Founder of our ‘new’ Sandoz!

As the Customer Operations & Logistics Lead Investigator, you support the Customer Experience and the Logistics functions on activities including investigations, claims resolution and process compliance, including DSCSA requirements. You will function as the Lead on managing claims, communicating with internal and external groups to drive resolution and preventive action, and provide ongoing support to the Operations team as they execute the daily operations of the function.

 

Job Description

Additional responsibilities include, but are not limited to:        

• Lead the management of all customer claims of overages, shortage and damages for shipments of finished goods received.
• Work with the external customer to understand their claim reports and professionally communicate to gather additional information and provide feedback.
• Participate and lead discussions with internal groups investigating claims and other process compliance issues.
• Support Supply Chain Drug Supply Chain Security Act (DSCSA) team as a subject matter expert.
• Work directly with carriers and third-party logistics provider (3PL) on investigations and issue resolution.
• Work within SAP and other internal systems as needed to investigate product movements from manufacturing supplier through to 3PL and customer.
• Perform tracking / trending and issue resolution to improve customer experience.
• Support both the Customer Experience and Logistics teams on other operational matters, as necessary. This would include customer order management and release, warehousing and distribution activities and supporting operations with the 3PL and transportation carriers.

Qualifications:

What you'll bring to the role:

• Minimum of a high school diploma or some advanced education with related experience is required.  University degree is preferred.
• 2+ years of supply chain experience, including customer operations or logistics areas required
• Experience in an FDA regulated industry (GDP experience) strongly preferred
• Preferred knowledge of Drug Supply Chain Security Act (DSCSA)
• Investigation Management / Claim Resolution highly preferred
• Strong communication and leadership skills
• Ability to independently think through problems and develop solutions
• Strong analytical abilities including working with digital tools
• Advanced level of MS Office (Excel, PowerPoint. Etc.); SAP strongly preferred

The preferred location for this position is Mechanicsburg, PA. Consideration will be given for our Princeton, NJ location or a remote set-up within a reasonable travel distance to the Mechanicsburg, PA with the expectation that the associate will be onsite as business needs require. The expectation of working hours and travel will be defined by the hiring manager.

The pay range for this position at commencement of employment is expected to be between $80,000 and $120,000/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individua