Order Management and Distribution Customer Service Senior Specialist

Bannockburn, IL, US
Aug 09, 2019
Required Education
Bachelors Degree
Position Type
Full time

Ready to join a team committed to developing and commercializing gene therapies for patients and families devastated by rare neurological genetic diseases? AveXis is advancing cutting-edge science, starting with our proprietary gene therapy for the treatment of spinal muscular atrophy (SMA). We are in the midst of an incredible journey and are looking for passionate individuals to join us on this important mission.

AveXis, a Novartis company, is dedicated to developing and commercializing novel treatments for patients suffering from rare and life-threatening neurological genetic diseases. Our initial product is a proprietary gene therapy approved by the US Food and Drug Administration for the treatment of pediatric patients with SMA. In addition to developing a treatment for SMA, AveXis also plans to develop other novel treatments for rare neurological diseases, including Rett syndrome and a genetic form of amyotrophic lateral sclerosis caused by mutations in the superoxide dismutase 1 (SOD1) gene.

This role will be responsible for processing AveXis product orders, managing and ensuring accuracy of order information, managing the logistics of scheduling courier services, active monitoring of each shipment, and confirming that the shipment reaches the final destination. Partner with AveXis' wholesaler and distributor for state license renewals.

This role will collaborate with supply chain, responding to inquiries, template retrieval management and triage issues for resolution according to organization and operational objectives. The ideal candidate is someone with data management skills willing to work in a dynamic and fast-paced customer service environment, strong collaboration skills and a keen since of urgency. Ability to manage institutional and vendor relationships and communicate with internal and external teams is important to be successful in this role. An eye for detail and ability to understand how operational systems work is highly recommended.


  • Manage institutional and vendor relationships relative to function and support all aspects of the customer order processes, policies, and standard operating procedures.
  • Process purchase orders and enter accurate data into proprietary systems.
  • Ensure confidentiality when handling patient data to comply with Patient Data Privacy Policy.
  • Obtain accurate order information, collaborate with the FRM and HUB to coordinate delivery, initiate investigations to gather missing information, and escalate issues as necessary to ensure timely resolution.
  • Work cross functionally with internal and external partners to support business questions and resolve inquiries.
  • Prepare and distribute accurate reports, identify data discrepancies, coordinate corrections with appropriate departments, and conduct monthly reconciliations.
  • Support customer account on-boarding and timely creation of new ship to accounts with Specialty Distributor and communicate updates to all associated parties.
  • Successfully manage customer service calls while following communication scripts.
  • Recommend opportunities for process improvement; lead the development and implementation of supporting projects.
  • Budget tracking for all shipments on a monthly and quarterly basis.
  • Complete product release steps for SOC.
  • Develop collaborative and cooperative working relationships, be a valued team contributor, and model AveXis corporate values.
  • Maintain data integrity with 100% accuracy.
  • Provide subject matter and technical support to other business functions.
  • Other duties as assigned.


  • Bachelor's degree or equivalent.
  • Minimum of 5 years' experience in customer service, distribution and vendor management in the biotechnology or pharmaceutical industry required.
  • Experience with DSCC Management / Track and Trace.
  • Experience with Electronic Data Interchange (EDI) Management.
  • In-depth knowledge of customer service principles and practices.
  • In-depth knowledge of customer service software, databases and CRM tools.
  • Able to coordinate varied and complex demands from a diverse customer base, with the ability to prioritize.
  • Able to work collaboratively across all parts of the organization and build strong internal relationships.
  • Have a strong attention to detail, follow processes and awareness of the importance of accuracy.
  • Able to communicate knowledge and ideas clearly, concisely, and effectively; communicates well across all levels of the organization and collaborates to facilitate progress and share information.
  • Strong organizational, analytical, problem-solving skills and decision-making skills with proven ability to decipher relevant business data.
  • High level of Microsoft Office skills including Excel and PowerPoint.

The level of this position will be based on the final candidate's qualifications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AveXis is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, national origin, genetics, disability, age, sexual orientation or veteran status.