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Handles day to day operations of order management dedicated to internal customer needs as it relates to orders fulfillment, internal inventory levels, and customer supply needs and contractual commitments.  Major responsibilities are as follows: Order Management Customer Inbox and Esker ...

Job Description

Handles day to day operations of order management dedicated to internal customer needs as it relates to orders fulfillment, internal inventory levels, and customer supply needs and contractual commitments.  Major responsibilities are as follows:

  • Order Management
  • Customer Inbox and Esker OCR Technology Management
  • GBU Alignment and Support

Order Management

Ensures order management is aligned with business requirements, failure to supply, and production scenarios.  This position is responsible for complying with all applicable SOX and internal controls, and maintaining or exceeding all relevant department KPIs.  The Analyst is responsible to execute order LMID holds and order management based on overall strategy as defined by supply scenarios, utilizing replenishment schedules, inventory levels, and customer prioritization to allocate stock to customers via sales orders.  Must align with Planning and Business on the design and independently execute order allocation strategy.

Customer Inbox and Esker OCR Technology Management

Manages customer support inbox consisting of orders and inquiries from trading partners maintaining established service levels and continuously closing the loop with inquiry resolution.  Primary SME/focal point of Esker OCR technology to manage and validate system checks for automated order creation.  Checks customer deliveries and ensures communication to direct customers if order is going to be late or delayed.  Discusses late deliveries with E2E Customer Trade to communicate with wholesalers/trading partners.

GBU Alignment and Support (Relationship Management)

Provides support to internal stakeholders, as defined by individual or unique customer needs, benchmarking efforts, and collaboration with the department on specific ways to ensure the best level of service.  Execute launch strategy with initial launch customers.  Integrate continuous feedback and communication to the business on shipments and potential order delays.  Responsible for daily communications to business of order fulfillment.

 

Works with stakeholders and team members across an international environment and across multiple departments and functions.  Must be able to break down silos or barriers that resist change or collaboration.  Collaborate efficiently with all stakeholders to ensure consistency between business driven deliverables and the completion of operational goals.

  • Visits other industry leading companies, such as Amazon or FedEx, to understand more around their customer excellence model to bring back new ideas and solutions to the department
  • Attend relevant supply chain conferences or trainings
  • Attends regular meetings with key stakeholders and leadership to review results, trends, and identify opportunities to improve processes, service levels, results, costs and customer satisfaction. 
  • Visits accounts and distribution centers as needed to collaborate or opportunities to improve results.
  • Collaborates with internal distribution centers on areas of opportunity for improved or more efficient service.
Required:
Strong years’ experience in pharma supply chain and/or customer service