Alexion Pharmaceuticals Customer Service Manager in Germany

Customer Service Manager (m/f/d)

Reports to: Sr Manager, Customer Operations

Location: Munich, Germany

Some opportunities happen only once in a lifetime – like a job where you have the extraordinary opportunity to change lives. At Alexion, such opportunities arise through our unwavering mission to serve patients and families affected by rare diseases. These patients are our guiding star, and we act with integrity, urgency, and discipline because we know their lives are at stake.

Alexion is a multinational biopharmaceutical company with approximately 2,500 dedicated employees serving patients in more than 50 countries through the innovation, development, and commercialization of life-changing therapies. As the global leader in complement biology, Alexion developed and commercializes the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH), atypical hemolytic uremic syndrome (aHUS), and anti-acetylcholine receptor (AchR) antibody-positive generalized myasthenia gravis (gMG). In addition, Alexion has two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare metabolic disorders, hypophosphatasia (HPP) and lysosomal acid lipase deficiency (LAL-D). Our research efforts focus on novel molecules and targets in the complement cascade, and our development efforts focus on our core therapeutic areas of hematology, nephrology, neurology, and metabolic disorders.

Alexion’s aspiration is to be the most rewarding place to work, where people are empowered to make a difference and where diversity of backgrounds and ideas is encouraged. We are looking for talented individuals who share our passion and commitment to change the lives of patients with rare diseases. We hope you will consider joining our team.

Position Summary

An experienced Manager responsible for ensuring that the team efficiently handles customers’ enquiries such as purchase orders, quotations, and vial requests, complaints for lost or damaged goods, product returns or exchanges. Work with the Senior Customer Operations manager to ensure that the team is adequately trained to professionally answer incoming calls and emails, understand the customers’ needs and their environment, and to improve satisfaction at sales and service support levels. Work to build strong customer relationships through proactive communication and customer facing key performance indicators, plus drive regular customer business reviews.

Maintain, within the group, the accurate and timely processing of all orders and requests in SAP and in the CRM databases. Build excellent working relationships and regular contact with stakeholders such as Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Support the EMEAC Customer Operations Lead in process improvements and Customer Operations specific projects and initiatives. Fully understand all of the Departmental processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements and the Global Customer Operations initiatives. Drive superior levels of compliance and efficiency with all tasks within the Dept., always ensuring every patient is treated on time every time.

Principal Responsibilities

General

  • Provide support to the regional EMEAC Customer Ops Lead in the management of the core local Customer Operations tasks on a daily basis.

  • Provide regular reporting and feedback on the challenges of the day/week, and take the initiative to proactively solve issues or reach out to other Depts. for support required.

  • Provide backup and cover for the team and the customers.

  • Work to facilitate strong and efficient points of contact between team members and all the existing and new Customers.

  • Support the implementation of solid professional and collaborative relationships with other Regional and Global Customer Ops Managers, various field personnel and other internal departments, with monthly/quarterly meetings and operational updates

  • Ensure Customer Business Reviews and Business Performance metrics drive best-in-class Supply Chain service to Alexion customers.

  • Ensure that all external inquiries from prospective and current Customers are dealt with in a timely and professional manner by the team

  • Effectively and efficiently manage project items as assigned by regional lead, and deliver on timelines and tasks as required and in accordance with project dates

  • Actively set stretch goals, performance measurements, and yearly objectives for the team members, and hold each individual accountable and responsible for delivering on these requirements

  • Implement a coaching and goal oriented approach, and actively seek to develop and upskill team members

  • Support the regional and global Customer Operations profile and brand build in line with the corporate objective of Customer Centricity

Order Management

  • Daily monitor and manage sales orders, rush orders, service requests and advance exchange programs with the team members (Shipping Calendar processing, Global Access to Medicines Program (GATM), Named Patient Sales (NPS). other Commercial, Free of Charge/Compassionate items)

  • Ensure all received orders are always processed within the business day and prior to the 3PL cutoff times as pre-defined.

  • Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product.

  • Manage the coordination of information to the customer and to the internal teams on all aspects of the order processing role. This includes all shipment status updates by Distribution.

  • Monitor and support the management of the team workload proactively, and work closely with the Distribution team to ensure that product is delivered to the right place, at the right time and for the right patient.

  • Manage Customer Pre-payment processes in conjunction with current SOP and Alexion’s Credit Management policy.

  • Manage traditional and electronic Invoice Management, pre-payment and invoices not paid, late payment interest

  • Manage, update and follow up of key Customers/Accounts enrolled with ALXN Shipping Calendar agreements, ensuring On-Time-Delivery with Distribution

  • Ensure decisions made on acceptance or denial of returns, credits and rebills meet Alexion’s policies in coordination with the Finance team

Customer Management

  • Drive a strong culture of Customer Centricity within the team and in line with key Commercial and Alexion objectives

  • Ensure that the team collects all the most important information during the interaction with customers and proactively keeps the local market Commercial teams informed with next steps.

  • New Customer Creation and modification in accordance with the appropriate control documents

  • Actively monitor new account creation or change requests and ensure the validation criteria for Bona Fide is strongly adhered to and applied

  • Support the yearly requirement for Customer account revalidation in conjunction with the local quality representative

  • Ensure the Customer database is monitored on a yearly basis for inactivity, and manage the closing of these inactive accounts with oversight from the local Quality representative and relevant Commercial contact

Patient Management

  • Support Patients records creation in SAP in conjunction with Regulatory Affairs

  • Vaccination certificates (CoV) checking: collection, verifying, working with medical and regulatory people in the regions in order to approve CoV, filing, entering the information into database, cleaning up the CoV database, chasing the expired CoVs

  • Supporting the Regulatory team in the requirement for distributing Risk Management Packs (RPM) for new physicians and patients

  • Ensure the follow up of the re-vaccination process by liaising with the field; make sure all information is captured, such as dates of Vaccination / antibiotics. Entering the re-vaccination certificates into SAP database for traceability

  • Identify and pro-actively propose the Shipping Calendar Process for potential eligible Customers with stable, scheduled orders

Reporting

  • Manage the local team monthly KPI in accordance with the guidance from the regional lead and in line with the Global Customer Operations service agreements

  • Monitor the individual team performance level, and actively manage stabilizing, improving and expanding the identified level in line with regional requirements

Compliance

  • Ensure the highest adherence to all compliance requirements within the function

  • Quality control - Good Distribution Practice (GDP Guidance)

  • Data Privacy control – General Data Protection Regulation (GDPR)

  • Financial control – Sarbannes Oxley

  • Regulatory control – Controlled distribution

  • Accountable for using and maintaining established & standardized template(s) / document(s) / procedure(s) whenever it is applicable, in conjunction with Regional Customer Operations Lead’s guidance/recommendations and ensuring all team members are trained and compliant against same at all times

  • Assist and execute all C.Ops activities as per SOPs for product Recalls, in close collaboration with Distribution and QA Teams

Parallel to main responsibilities, the Manager of Customer Operations also seeks to achieve continuous enhancement of the local and regional Customer Operations through implementing best practices, improving compliance, consistency and communication, in conjunction with the Customer Operations Enhancement community and APIOUC.

Qualifications

  • A solid experience in customer operations management is mandatory (5 years), experience in the Pharmaceutical industry would be a strong plus

  • Experience of hospital business, preferably in highly specialized markets/orphan drugs, would be a benefit

  • Good knowledge of business controlling and accounting principles

  • Strong knowledge of SAP SD and MM

  • Experience of leading or supporting the implementation of an EDI platform would be a strong plus

  • High sense of ethics and responsibility, highly reliable

  • Leadership and management skills, previous people management responsibilities is a requirement

  • Excellent communication and relationship building skills

  • Strong process improvement and project management focus

  • Ability to lead and take initiatives, and to drive change

  • Rigorous, organized and process oriented

  • Analytical, curious and dynamic mindset

  • Well experienced to deal with sales team and customer inquiries, with exceptional oral and written communication skills a must

  • Flexibility and ability to adapt to changing priorities

  • Knowledge of Supply Chain Operations

  • Computer literate, with MS Office (Word, Excel, Outlook)

  • Fluency in English both written and oral; fluency in other European languages is desirable.

Education

  • University Degree in Business Related or Supply Chain preferred

  • GDP Certification

As a leading employer in our industry, Alexion is proud to offer a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. To learn more about Alexion, please visit www.alexionpharma.com or download our App for iPhones and Blackberries.

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Some opportunities happen only once in a lifetime – like a job where you have the extraordinary opportunity to change lives. At Alexion, such opportunities arise through our unwavering mission to serve patients and families affected by rare diseases. These patients are our guiding star, and we act with integrity, urgency, and discipline because we know their lives are at stake.

Alexion is a multinational biopharmaceutical company with approximately 2,500 dedicated employees serving patients in more than 50 countries through the innovation, development, and commercialization of life-changing therapies. As the global leader in complement biology, Alexion developed and commercializes the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH), atypical hemolytic uremic syndrome (aHUS), and anti-acetylcholine receptor (AchR) antibody-positive generalized myasthenia gravis (gMG). In addition, Alexion has two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare metabolic disorders, hypophosphatasia (HPP) and lysosomal acid lipase deficiency (LAL-D). Our research efforts focus on novel molecules and targets in the complement cascade, and our development efforts focus on our core therapeutic areas of hematology, nephrology, neurology, and metabolic disorders.

Alexion’s aspiration is to be the most rewarding place to work, where people are empowered to make a difference and where diversity of backgrounds and ideas is encouraged. We are looking for talented individuals who share our passion and commitment to change the lives of patients with rare diseases. We hope you will consider joining our team.