Sr. Customer Operations Analyst

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.

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

 

Job Description

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.

Major accountabilities:

As the Sr. Customer Operations Analyst, you will support end-to-end order management process by interacting with customers, manufacturing sites, and other internal departments to ensure all orders are executed in a timely and efficient manner.

Your additional responsibilities include, but not limited to:

Sales Order Management

• Process and maintain customer sales orders
• Ensure management of EDI and Manual sales orders in SAP
• Provide clear communication to Sales Logistics and Distribution related to order changes
• Open Order reporting and tracking

Account Management

• Strong collaboration with Sales to ensure strong relationship and customer satisfaction and Supply Planning to ensure clear customer messaging of supply constraints / availability
• Oversee One-time buy requests in Salesforce.com and understand potential opportunities
• Lead Customer Service calls with customer

Proactive Customer Analytics

• On Time in Full (OTIF) reporting and root cause analysis
• Product availability reporting and exception reporting and monitoring
• Partner with Sales Customer Operations team to understand Customer Scorecard metrics
• RFP analysis reporting and understanding of won/lost award timelines

On-going Customer Operations Functions

• Act as single point of contact to cross-functional team to ensure process improvement, collaboration, problem-solving and effective communication. Focus on innovation and key initiatives creating efficiencies.
• Support product launch activities related to Customer Operations functions
• Use of SAP/BI reporting, Qlik Sense, and Siebel to analyze customer data
• Use of Customer Connect and provide shipment information to customers (when applicable)

Cross-functional harmonization

• Coordinate and effectively communicate with internal cross-functional teams, Sales, Distribution, Sales Logistics, Franchise, Pricing/Contracts, Supply Planning, Product Launch, Quality, Finance, and Reverse Logistics

Continuous Process Improvement

• Support SAP enhancements and provide insight to on-going system improvements
• Identify areas for personal improvement
• Identify areas for process improvement across all of Customer Operations
• Ensure collaboration within cross-functional teams and highlight areas of improvement

Minimum Requirements:

• Bachelor’s degree in a related field is preferred
• Minimum of 3-5 years of relevant business experience, preferably in Operations Management
• SAP and strong MS Excel and Power Point skills required
• Excellent organizational and communication (written & verbal) skills
• Proactive communication, problem-solving, and collaboration skills to ensure excellent customer satisfaction
• Ability to create and maintain customer relationships
• Strong analytical skills
• Delivers timely/sound decisions to the business with complete information
• Detail oriented, able to multitask and meet deadlines
• Self-starter and results driven – always going the extra mile

Desirable (preferred): 

• Understanding of the generics industry is preferred

Position Location:  

This position will be located at the Princeton, NJ site.  Preference will be given to local candidates not requiring relocation.

Sandoz offers a generous employee benefits package that includes a competitive salary, health insurance coverage for medical, prescription drugs, dental and vision, a generous company match for retirement savings accounts, and generous paid time off.  We also follow a hybrid work policy that combines a mix of in-person and remote work to allow our employees flexibility in designing a schedule that works for our associates and the business.

The pay range for this position at commencement of employment is expect