Senior Customer Analyst

2 months ago

Summit, United States CSL Full time

You will be based in our Summit, NJ office working a hybrid schedule both in office and remotely The Opportunity Join a company that finds solutions to complex challenges. With expertise in influenza science and beyond, our team works on the latest research and pioneering technologies to improve the manufacturing process and the effectiveness of influenza vaccines. We operate as one integrated global organization drawing together expert staff from different countries to collaborate. Together, we are working to protect communities from seasonal influenza and global pandemic threats. When you join CSL Seqirus, you join a team dedicated to making a difference in people's lives. It's a feeling of possibility, creativity, and purpose to deliver our promise. Reporting to the Manager of Customer Accounts, you will maintain a group of accounts within multiple customer segments, e.g., Retail, Wholesale/Distribution, IDN, and Independent/Corporate owned HealthCare Professionals. Responsibilities include implementing the order to cash management of vaccine orders and developing long-lasting client and sales relationships. You will work directly with our Sales, Demand Planning, Distribution & Logistics, Marketing, Market Access, and Finance teams to prioritize key accounts and guide strategic goals. You will monitor vaccine distribution, financial health, and delivery performance against a contract and manage the customer experience. You will apply independent decision-making to exceed business standards, seeking guidance. The Role Demonstrate CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Performance Unleash outcomes while creating an accountable work environment Manage a portfolio of key accounts, maximizing opportunities to make improvements Analyze accounts for contract adherence while ensuring services are aligned with the goal of the account Proactively run data quality queries which include billing, shipping, order creation, contract, and pricing, to identify data exceptions to plan and implement strategic plans Proactively identify gaps in processes and recommend opportunities for improvements Represent the CSL Seqirus Customer Experience vision internally and externally while being the voice of the customer with your team to build business acumen on customer challenges Follow established procedures while understanding internal & external drivers integral to operational success Creation and distribution of applicable customer account reporting on a routine basis Build bridges and help teams develop collaboration on projects and ad-hoc assignments Work with the finance department to ensure customer's financial health is in good standing Support IT efforts to guide initiatives, system enhancements, testing, and production support Self-govern while receiving guidance to achieve operational targets and thinks beyond while maintaining a strategic focus Assist with peer-to-peer learning as it relates to routine, complex systems Help write test cases, scripts, and testing of new system enhancements This position is essential to providing detail level recommendations to help Sales with implementing customer strategy You will help coordinate and communicating to different team members including, Sales, Executive Leadership & Demand Planning Build long term, commercially beneficial relationship with all partners Your skills and experience: BA/BS preferred Minimum 3-5+ years of experience in a regulated industry, experience with vaccines and/or biologics products is desirable Self-leader who is flexible, resilient, and able to adapt effectively through change Ability to maintain awareness of relevant internal/external trends and considers implication of work, ability to use multiple communication channels, seek feedback, and offer timely balanced feedback to peers Seeks to strengthen relationships and networks by asking open questions and sharing information appropriately Ability to work across internal cross-functional teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce, and Leaders at various levels) Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering, reporting, and SAP sale-order management experience preferred Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions Ability to establish and implement short and or long term organizational goals, objectives, strategic plans, policies and operating procedures; monitors and evaluates programmatic and operations effectiveness , and effect changes required for improvement Benefits: Medical, Dental, Vision, Life Insurance, 401K, and PTO available from your first day of hire.

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