Business & Customer Operations Associate

Lupin; New Jersey; On-site; USD 65,000 - 90,000; Full time

Job summary

Lupin in Somerset, NJ is seeking a Business & Customer Operations Associate to support direct customer interactions, data pulls, and department research needs. The role will help drive efficiency, accuracy, and compliance across CS activities for all commercial products.

Based in Somerset, NJ, this position requires initiative and the ability to balance daily tasks with special projects while maintaining a customer-centric focus.

Responsibilities

• Project support
• 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
• Direct interaction with B2B and B2C
• 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.
• Assist in order allocation process and back-order 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

Job description

Business & Customer Operations Associate

• Location: Somerset, NJ, US
• Company: Lupin

The Business & Customer Operations Associate/Analyst is expected to establish a working knowledge of our direct customer base and any applicable specific requirements. The person in this role will serve as both support to the team (including management) as well as the primary contact for all department data pull and research needs. This team member will support workflow review and edits within the department to help increase efficiency. This role is expected to report on multiple metrics that highlight the department’s opportunities and successes. The person in this role will support management 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 daily business activities and special project participation is required.

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.

Responsibilities

• Project support
• 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.
• Direct interaction with B2B and B2C
• 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.
• Assist in order allocation process and back-order 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