Customer Account Analyst, Manager

CSL Behring
Summit, New Jersey
Mar 26, 2021
Required Education
Position Type
Full time
About CSL

With operations in 35+ nations and ~27,000 employees worldwide, CSL is driven to develop and deliver a broad range of lifesaving therapies to treat disorders such as hemophilia and primary immune deficiencies, and vaccines to prevent influenza. Our therapies are also used in cardiac surgery, organ transplantation and burn treatment.

CSL is the parent company of CSL Behring and Seqirus. CSL Behring is a global leader in the protein biotherapeutics industry, focused on bringing to market biotherapies used to treat serious and often rare conditions. CSL Behring operates CSL Plasma, one of the world's largest collectors of human plasma, which is used to create CSL's therapies. Seqirus is one of the largest influenza vaccine companies in the world and is a transcontinental partner in pandemic preparedness and a major contributor to the prevention and control of influenza globally.

We invite you to take a look at the many career possibilities available around the globe and consider building your promising future at CSL by becoming a member of our team!

Job Description

Job Summary

The Customer Account Analyst Manager position will set strategic direction, priorities and goals for the functional area; educate team to ensure employees understand how routine functions and transactions support strategic objectives. This team provides a 1:1 relationship with members of the sales team to assist with customer needs to facilitate and execute within the sales-order management process for influenza orders. The Manager position will be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience. Lead workforce planning efforts, management of staffing models and overtime, work cross-functionally, with a wide range of key stakeholders, to ensure orchestration of the "order to cash" team processes are accurate and timely. Additionally, this role will be expected to ensure that critical business practices are met by the Customer Account Analyst team, while achieving the best possible customer experience.

Job Duties
  • Provide leadership and support around the organization's short and long-term strategic customer service roadmap
  • Coordinate with key internal and external stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of order to cash initiatives and processes
  • Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards
  • Manage, coach and support development of all team members
  • Communicate and monitor adherence to performance standards, addressing performance issues
  • Review escalated cases and provide remediation, including follow-up with key stakeholders
  • Examine, analyse, develop and present a variety of operational performance measurement results, deriving insights regarding key performance indicators
  • Manage several projects with multiple deliverables simultaneously
  • Industrious relationship builder undertaking and assisting with a variety of tasks associated to order to cash management including but not limited to, team and order readiness, collaboration with sales and proactive outreach with distribution and supply
  • Proactive monitoring of productivity and quality trends; addressing training opportunities
  • Act as a thought leader; place emphasis and value on innovative solutions and calculated risks
  • Perform or delegate any specialized reporting, e.g. monthly invoice summaries, daily tracking reports, etc., that the customer or sales team requests
  • Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions

Minimum Experience Requirements
  • Bachelors of Science or Administration degree, emphasis in Business or related field preferred.
  • Minimum 3 years of experience in the pharmaceutical industry or a regulated industry
  • Previous experience in the pharmaceutical customer service industry, preferably handling vaccines or other cold-chain products via a customer service position
  • Ability to achieve superior results though high performance and execution skills
  • Able to diffuse difficult situations or conversations
  • Empowers team to take ownership and accountability to meet strategic goals and objectives
  • Coaches others to ensure high level of discretion; independent decision making with minimal assistance
  • Analyze information to find appropriate solutions, weighing business risk
  • Effectively communicate and collaborate with employees at all levels of the organization
  • Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
  • Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering and SAP account sale-order management experience preferred