Sr. Manager Customer Operational Support - Parsippany, NJ

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

 

As a part of the world class Customer Operations Department, the Sr. Manager of Customer Operational Support is responsible for overseeing the EDI order management process, SAP SME for the Order 2 Cash Process, addressing and supporting systemic improvements and changes; supports DSCSA requirements for commercial; executing new product launch activity with internal departments; and driving the implementation of operational improvements internally to support our key customers. This role will interact with internal business users, technical staff, and third-party managed service providers to identify and implement opportunities for process improvement and support new product requirements.

 

The incumbent is responsible for training of all Customer Service personnel, including new hires in the order to cash process, ensuring all work instructions, CSOPs. Track and maintain training requirements and training records.   Responsible to develop, execute and maintain an end-to-end new hire training program, with documented library.  Will be designated authorized representative for Teva REMS programs, ensuring all staff is trained, responding to audits, and preparing documentation.
 

How you’ll spend your day

 

The position will be responsible for oversignt of EDI ordering, ASN, invoicing as it pertains to our customers.  Ensuring connectivity issues are resolved immediately, investigate and partner with Teva’s EDI technical team.   Manage communication timely to our customers to resolve issues that impact orders, deliveries and invoicing.  Resolve EDI order failures for drop ship orders with Customer master and Trade team.  Partners with EDI team on any integrations, testing and acceptance testing for Order to Cash processes.  Collaborates with EDI and other internal teams in the onboarding of new B2B trading partners and extensions of EDI transaction sets with existing trading partners.  Works with Customer Service teams to resolve complex order issues and ensure operations are running smoothly, always ensuring customer satisfaction is a top priority.

 

The role will oversee daily order management EDI order issue resolution. This role will have a strong focus on utilizing expertise in systems to act as SAP Subject Matter Expert for Order Management and other relevant SAP functions. 

 

• Developing and implementing Customer Service Order 2 Cash and REMS training for the Customer Service teams.  
• Will perform training activities, to increase the knowledge, skills, and abilities of the Customer Service team. Will be required to develop, planning, and conducting training activities.
• Lead efforts to achieve operational excellence in all new generic product launch activities.  This includes development and execution of product launch models, close monitoring and management of new product inventory and supply schedules, and communication with customer service management regarding the launch.  
• Engage leadership within Customer Service to execute NPL launch plans.
• Lead sales/marketing efforts in order management compliance with respect to REMS, SOX, Federal Serialization / Track & Trace DSCSA, Tracelink and ATTP, etc.  
• Will support technical resolution for customers EPCIS errors for immediate resolution.
• Work to achieve all corporate financial goals, including all activities at year and quarter end.  
• Follows Teva Safety, Health, and Environmental policies and procedures.  
   

Your experience and qualifications

 

 

Required Experience:

 

• Minimum of 7 years pharmaceutical experience with working knowledge of generics
• Minimum 5 years in Electronic Data Interchange (EDI)

 

Preferred Experience:

 

• Customer Service
• Customer interaction; knowledge of compliance standards relative to DQSA, SOX; REMS, knowledge of key operational processes  

 

Functional Knowledge:

 

 

• Working knowledge of Order to Cash process.
• Proficiency in MS Office program (Excel, Word, and Power Point) required.