Key Account Operational Excellence Associate

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Job Description:

Together, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed's in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.

Job Summary

The KAOE team offers comprehensive support and collaboration to Key Account clients, with a focus on operational analysis, detailed investigation reports, regular client communication, and continual process improvement.

This team is responsible for managing incidental issues that may arise throughout the client lifecycle, ensuring prompt and effective resolution while promoting ongoing enhancements to increase client satisfaction and retention.

By leveraging the capabilities of each streamline, the KAOE team addresses client concerns, applies long-term solutions, and works to maintain consistent client experience.

The three streamlines have specific functions related to operational investigation standards and compliance for Key Accounts. The Writer conducts operational technical investigations, the Lead is responsible for client liaison and operational compliance, and the Improvement Specialist focuses on process optimization and data analytics.

These roles have distinct responsibilities and skill requirements but operate collaboratively to support consistent operations and enhance client satisfaction.

Responsibilities:

• Conducts complex or atypical analyses as requested to support evaluation and planning.
• Improves and creates systems, methods and tools for conducting analysis.
• Identifies emerging trends in analysis for work methods, processes or flows.
• Determines criteria for analysing work, processes or workflow for tracking/reporting purposes.
• Contributes to technology solutions for customer implementation.
• Keeps abreast of technologies that will improve internal and external processes to improve productivity.
• Provides district sales operations with technology solutions support.
• Reviews auditing of districts' sales processes and procedures to ensure compliance.
• Assists with completion of Business Process Reviews for corporate, region and district levels.
• Addresses and resolves issues affecting information systems reporting.
• Seeks innovative methods to minimize report generation.
• Optimizes existing report formats for best results.
• Works closely with the Region Sales Support Specialist on report consolidation.
• Serves as region subject matter expert for existing reporting tools.
• Acts as the departmental database and Structured Query Language administrator to ensure proper maintenance of BIA applications.
• Updates weekly activity reports to ensure accurate documentation of account volume and revenue.
• Attends department meetings to support internal communication and provide updates on projects.
• Performs regular application updates (e.g., directory updates, reports, etc.) to provide current information and enhanced functionality to the field.
• Prepares written information to Sales staff to inform them of district, regional, and corporate initiatives.
• Possesses advanced skills in Microsoft Access, Excel, PowerPoint, Word, Outlook, Internet, and SharePoint.
• Learns other applications quickly.

KAOE Investigation Writer:

• Ensures every operational investigation report is clear, accurate, and fully documented.
• Conduct investigations for Key Account deviations, ensuring accuracy and completeness. Document all findings clearly and promptly in investigation reports.
• Collaborate with subject matter experts across departments to gather necessary information.
• Perform effectiveness checks for Key Account deviations.
• Ensure compliance with client requirements (QTA, COP) and internal standards.
• Maintain accurate data and do