Senior Director, Customer Support - Pharmaceuticals

Company Name:
RM Staffing Associates
Senior Director, Customer Support - Somerset County, NJ Pharmaceutical Company
Salary + Bonus + Relocation - Confidential but very competitive

This position is responsible for customer-centric, efficient and compliant commercial transactions for business within the organization. The Senior Director, Customer Support must plan, organize, direct and control all activities of the Customer Support team, including contact center operations, processing orders, reconciling claims & deductions, owning relationships with reverse logistics vendors' including assurance of proper customer crediting, and SAP data integrity as it relates to customers' accounts. This position must build a high-performing team that is effectively cross-trained for coverage, delivers high levels of customer service, assures monthly Key Performance Indicators are met, and conducts self-audits regularly to assure accuracy and compliance in all responsibilities. Collaboration cross-functionally is essential to continually improving processes and procedures for best-in-class operations. This position will provide coverage for not only Customer Support but also Customer Service when the VP of Customer Services is unavailable, effectively understanding all Customer Services.

JOB DUTIES AND RESPONSIBILITIES: - Responsible for managing a team of managers, supervisors, and analysts to perform tasks associated with Order Monitoring/Processing, Claims/Deductions/Returns Management and Systems & Reporting, continually assessing staffing levels, documenting procedures and processes, and identifying and implementing improvements to service and results.

The following is a brief description of tasks:
- Optimize contact center operations, assuring all orders are efficiently and accurately processed.
- Order Monitoring, which includes all tasks associated with the processing of all direct, trade, export, contract manufacture, drop ship and emergency orders. In addition, the Order Monitoring team is responsible for DEA review, processing of NLC/RDC fees, reverse logistics and product launches.
- Claims Management shall include all tasks associated with processing all claims (shortages, damages and overages), processing credit for recalls, and deduction management.
- Systems and Reporting is responsible for the data integrity of customer accounts, pricing and product materials within SAP; develops analyses on product and customer specific sales performance for several Sanofi departments; develops and maintains Trade Support Website and manages all requests for SAP enhancements.
- For all activity noted above, the Director is responsible for ensuring all tasks are performed with adherence to regulations regarding Policy, Government Pricing, DPA and E04SOX compliance.
- Responsible for supervising, leading, developing, staffing and performance management of team members
- Responsible for Customer Service when the VP Customer Services is unavailable. A thorough knowledge of that area's responsibilities will be needed to perform this function.
- Design and provide metrics to assess service level and maintain efficiencies; meet Key Performance Indicators
- Develop and maintain working relationships with key customers, including participating in account teams and attendance at onsite customer meetings when appropriate, in order to improve customer satisfaction.
- Develop and maintain working relationships, to attain process improvements, with stakeholders such as Brand, Trade, Contracts, Finance, Distribution, Transportation, Compliance, IS and SOX organizations
- Develop and/or contribute to the corporate and department initiatives

- Employees directly report to this job are 6.
- Employees indirectly report to this job are 22.

EDUCATION: - Bachelor's degree from an accredited four-year college or university.
- Strong leadership skills
- Excellent communication skills, both oral and written, with ability to effectively communicate across all levels of the organization
- Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems
- Capacity to analyze data coming from various sources, synthesizing into slide presentations or summaries
- Experience with conducting root cause analyses and developing corrective action plans
- Capability to take a helicopter view, but then drill down to details as required for success
- Highly organized, rigorous work ethic
- Project execution experience, both individual and cross-functional
- Track record of improving processes and increasing efficiencies
- Knowledge of Microsoft Office Suite

- Knowledge of SAP Sales & Distribution module navigation and logic
- Knowledge of order to cash process
- 5+ years of Customer Service Experience
- 5+ years experience in the pharmaceutical industry

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