Customer Operations Supervisor; SOM & Controlled Drug Concentration

Job Description

The Customer Operations team is the primary contact for all day-to-day customer interactions for both internal and external customers. This team is responsible for all standard Customer Service (CS) activities supporting all commercial and pipeline products, inclusive of the Brand and Generic divisions. Standard CS activities include, but are not limited to direct purchase order management, inventory management, and tending to direct customer and consumer inquiries. Responsibilities outside the standard Customer Service activities include but are not limited to product allocations, shipping related claims, 3PL management, direct sale reporting, direct customer account management (including customer portal maintenance), SOM management, DSCSA related support, claims, process creations, and special projects. While in this role the expectation is to operate within a customer-centric approach across all procedures. The Customer Operations Senior/Supervisor will serve as both support to team members as well as be a layer within the team to handle escalated customer concerns. The team member residing in this role will have SOM and controlled drug concentration; they will hold primary responsibility for both SOM processes as well as additional compliance and safeguard operations for all commercialized and pipeline controlled products (CII-CV). The person in this role will be relied on to ensure the business is running in an efficient and compliant manner and provide ideas on areas for continuous improvement. This role may support product allocations and top-tier account management. This role requires self-initiation; someone that can evaluate a situation and determine if further enhancements will benefit the business, be able to implement an action plan and see it through. A balance between team management, daily business activity management and special project participation is required.

SOM and controlled drug compliance and process ownership
Oversight of the order management process and developing key relationships at our 3PL partner with respect to customer shipments/deliveries and shipping errors.
Order billing and billing preparation.
Provide escalated customer support where needed and ensure responses are timely.
Follow up with customers to see that any complaints were satisfactorily resolved as necessary.
Ensure unsurpassed quality service for Lupin customers.
Interact with all levels of internal management and actively participate in meetings when required.
Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations.
Understanding and compliance of department processes, procedures and policies, this includes input on SOP creations.
Ensure pricing problems are properly directed /researched/resolved timely.
Assist in order allocation process and backorder management when needed.
Support Sales/Marketing, Contracts and Pricing to ensure execution of all promotions, pricing offers, and other areas as needed.
Aid upper management in analyzing data, troubleshooting problems and multitasking, all to drive sales for the organization.
Act as a mentor for the associate representatives to aid in their skills and development.
Perform all other duties that are assigned.

Qualification & Experience:

Bachelor’s degree in business and related field or equivalent Account Management, Customer Service and Sales Support related experience.
Three to five years related experience in a pharmaceutical manufacturing and supplier environment.
Experience in Pharmaceutical Industry
Situational analysis/independent thinking
Strong written and verbal communication and interpersonal skills
Felxibility to work in a team setting or independently, depending on the needs of the department.
Self-starter
Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems.
Strong ability to organize, multi-task, prioritize, and manage time effectively, to work with little supervision.
Ability to recommend and implement changes with minimal supervision.
Ability to operate effectively in an environment with a high volume of transactions.
Ability to develop strong relationships with contacts at customer accounts.
Ability to analyze data.
Intermediate level knowledge of MS programs.

The anticipated annual base salary range for this position in New Jersey is $70,000 to $100,000, plus a discretionary performance bonus (based upon eligibility). The final salary offered to a successful candidate may vary and will be dependent on several factors that may include but are not limited to: the type and length of experience within the job, the type and length of experience within the industry, skillset, education, business needs, etc. Lupin is a multi-state employer, and this salary range may not reflect positions that work in other states

Lupin  is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.

Physical Requirements

The physical requirements of the position generally include: standing, walking, sitting, using hands and fingers, reaching with hands and arms, talking and hearing. In some circumstances, bending, kneeling, crouching, stooping, and crawling may apply. This position may require lifting up to 15 pounds occasionally. Generally work is performed in an office environment.

Search Firm Representatives Please Read Carefully 

Lupin USA, and its Affiliates does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms for any current openings at our company without a valid written search agreement in place will be deemed the sole property of Lupin. No fee will be paid in the event a candidate is hired by Lupin as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, No phone calls or emails

Competencies