Manager, Customer Account Analyst

4 weeks ago

Summit, United States CSL Full time

The Opportunity

The Customer Account Analyst Manager position will set strategic direction, priorities, and goals for the functional area while educating the team to ensure employees understand how routine functions and transactions support strategic goals. This team provides a 1:1 relationship with members of the sales team to assist with customer needs to facilitate and execute within the sales-order management process for influenza orders. You will demonstrate strong organizational skills, ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience. You will lead workforce planning efforts, management of staffing models and overtime, and work cross-functionally with a wide range of key stakeholders to ensure orchestration of the “order to cash” team processes are accurate. Additionally, you will ensure that critical business practices are met by the Customer Account Analyst team, while achieving the best possible customer experience.

The Role:

Provides leadership and support around our short and long-term strategic customer service roadmap

Coordinates with important stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of order to cash initiatives and processes

Develops and delivers processes for the team that maintain strategic organization understanding

Maintains communication to keep staff informed of department updates, critical decisions and corporate messaging

Provides oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards

Manages, coaches, and supports development of all team members

Communicate adherence to performance standards, addressing performance issues

Reviews escalated cases and provides remediation, including follow-up with key stakeholders

Examines, analyzes, develops, and presents a variety of operational performance measurement results, deriving insights regarding key performance indicators

Manages production team, with the ability to contribute to data-driven process improvements

Undertakes and assists with a variety of tasks associated to order to cash management including team and order readiness, collaboration with sales, and proactive outreach with distribution and supply

Identifies, develops and rewards top talent while establishing a solid succession plan; build bench strength for critical roles

Monitors monthly expenses to seek cost reduction opportunities and react to un-forecasted variances

Processes a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts

Proactive monitoring of productivity and quality trends

Acts as a thought leader; places emphasis and value on solutions and calculated risks

Ensures employee diversity and inclusion through hiring practices and work assignments

Performs or delegates any specialized reporting, e.g. monthly invoice summaries, daily tracking reports, etc., that the customer or sales team requests

Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions

Manages the HR elements of the team for onboarding, off-boarding of staff, and training and development

Your skills and experience:

Bachelor's degree or equivalent in business, communications or related discipline preferred

5-7 years' experience in a customer service or related field

Demonstrated leadership/ team building experience

Microsoft Office and strong Excel skills required

SAP, Model N, and experience in the pharmaceutical, biotech or healthcare industry preferred

Ability to act in a complex and rapidly changing business environment

Previous experience in the pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position

Ability to achieve superior results though execution skills

Ability to diffuse difficult situations or conversations

Empowers team to take ownership and accountability to meet strategic goals and objectives

Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering and SAP account sale-order management experience preferred

Our Benefits

CSL Seqirus employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL Seqirus offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL Seqirus has many benefits to help achieve your goals.

Please take the time to review our benefits site to see what’s available to you as a CSL Seqirus employee.About CSL Seqirus CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus.

We want CSL Seqirus to reflect the world around us

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus.

Do work that matters at CSL Seqirus

Watch our ‘On the Front Line’ video to learn more about CSL Seqirus

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