Sign in

Customer Operations Analyst

Saviance Technologies
Princeton, New Jersey, United States
October 16, 2017

Job Title: Customer Operations Analyst

Job Location: Princeton, NJ

Duration: 5+ Months

Job Overview

Customer Operations Analyst will manage the provide product/sales order management process; provide dedicated business analytics, and possess strong leadership skills to ensure highest customer service to the top-rated Sandoz accounts. The role will work closely with Sales Commercial Operations and Distribution, as well as many cross-functional teams. Customer Operations Analyst will possess proactive communication, problem-solving, and collaboration skills to ensure top customer satisfaction.


• Customer Operations Analyst will be a highly experienced professional with strong communication, operational, analytical and relationship-building skills with focus on leadership to ensure customer satisfaction in delivering on the following:

• Account Management

• Manage the new customer application and onboarding process in collaboration with Sales, Pricing, Finance, and Contracts teams

• Strong collaboration with Sales (to ensure strong relationship and customer satisfaction) and Supply Planning (to ensure clear customer messaging of supply constraints / availability)

• Actively participate in Key Account Management Team and internal Customer Team meetings

• Customer Service calls with customer

• Ensure weekly backorder report is communicated within agreed-to timelines

• Oversee One-time buy requests in and understand potential opportunities

• Ensure product substitution due supply constraints (when applicable)

• Sales Order Management

• Process and maintain customer sales orders

• Ensure management of EDI and Manual sales orders in SAP

• Provide clear communication to Sales Logistics and Distribution related to order changes

• Open Order reporting and tracking

• Manage dating changes based on customer requirements

• Understand Order Release process and provide customer insight

• Handle and approve customer expedite requests based on agreed-to guidelines

• Manage shortages, destructions, and damages reporting to Distribution

• Issue call tags (when applicable)


• Proactive Customer Analytics

• Customer account analytics and product availability reporting

• Sales vs. Forecast

• Proactively work with customers to improve forecast accuracy with analytical data

• Partner with Sales Commercial Operations team to understand Customer Scorecard metrics

• On Time in Full (OTIF) reporting and root cause analysis

• Understand customer scorecards and opportunities for improvement

• Proactively understand customer requirements to ensure shipment specifications are met (when applicable)

• RFP analysis reporting and understanding of won/lost award timelines

• Exception reporting and monitoring (when applicable)

• Customer specific cancellation requests, Stock In Trade, Returns, Failure To Supply

• Leadership

• Provide strong leadership to Customer Operations team to ensure effective communication, collaboration, and problem-solving. Solicit feedback from team and communicate updates on projects and initiatives focusing on creating efficiencies

• Ensure coverage for any projects related to Customer Operations (when applicable)

• Actively participate in Customer Operations team meetings and presentations (when applicable)

• Provide leadership and insight to Customer Operations team

• Serve as backup to customer account management

• On-going Customer Operations Functions

• Ensure resolution of product-related customer questions via email or phone

• Support product launch activities related to Customer Operations functions

• Use of SAP/BI reporting, Qlik Sense, and Siebel to analyze customer data

• Ensure Customer Operations SOPs and work instructions are current

• Comply with SOX protocols

• Use of Customer Connect and provide shipment information to customers (when applicable)

• Cross-functional harmonization

• Coordinate and effectively communicate with internal cross-functional teams

• Sales, Distribution, Sales Logistics, Franchise, Pricing/Contracts, Supply Planning, Product Launch, Quality, Finance, and Reverse Logistics

• Continuous Process Improvement

• Support SAP enhancements and provide insight to on-going system improvements

• Identify areas for process improvement across all of Customer Operations

• Ensure collaboration within cross-functional teams and highlight areas of improvement

• Experiment and deliver solutions thru Innovation

• Excellent organizational and communication (written & verbal) skills

• Understanding of the generics industry preferred

• SAP experience required Strong MS Excel and Power Point skills

• Education & Experience: Bachelor's degree required, advanced degree preferred, 4 + years of relevant business experience