Operations Specialist

• Provides customer support services relating to purchase requests, sales orders and chargebacks, ensuring high levels of customer satisfaction
• Responds to inquiries received from customers or internal sources and provides timely resolution of customer issues
• Follows established policies and procedures for systems and transaction processes
• Performs testing for system changes/enhancements, documenting results and escalating exceptions

Job Summary

The Operations Specialist will maintain and cultivate a group of accounts within multiple customer segments, e.g., Retail, Wholesale/Distribution, IDN, Independent/Corporate owned HealthCare Professionals, etc. Responsibilities include completing the order to cash management of vaccine orders and developing long-lasting client and sales relationships. You will work directly with our Sales, Demand Planning, Distribution & Logistics, Marketing, Market Access, and Finance teams to prioritize key accounts and lead strategic goals. The ability to clearly communicate, maintain an organized workflow, prioritize tasks, maintain attention to detail, apply critical thinking, have a solution-driven mindset, and follow up are a few essential skills to have to succeed in this role. The Operations Specialist will monitor vaccine distribution, financial health, and delivery performance against a contract and manage the customer experience. You will apply independent decision-making to exceed business standards, looking for guidance as needed.

Job Duties

• Demonstrate CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Performance

• Unleash outcomes while creating an accountable work environment

• You will analyze accounts for contract adherence while ensuring services are aligned with the goal of the account

• Quality queries which include billing, shipping, order creation, contract, and pricing, to identify data exceptions

• You will identify gaps in processes and recommend opportunities for improvements

• You will represent the CSL Seqirus Customer Experience vision internally and externally while being the voice of the customer with team members to build on customer challenges

• Follow established policies and procedures while understanding internal and external drivers necessary to operational success

• Creation and distribution of applicable customer account reporting on a routine basis

• Build bridges and help teams develop collaboration on cross-functional projects and ad-hoc assignments

• Work with the finance department to ensure customer's financial health is in good standing

• Support IT efforts to lead initiatives, system enhancements, testing, and production support

• Self-govern while receiving guidance to achieve operational targets and thinks beyond while maintaining a strategic focus

• Help with peer-to-peer learning as it relates to routine, complex processes, and systems

• Help write test cases, scripts, and testing of new system enhancements

Minimum Experience Requirements

• BA/BS preferred

• Minimum 3 years of experience in a regulated industry, experience with vaccines and/or biologics products is desirable

• Self-leader who is flexible, resilient, and able to adapt effectively through change

• Maintain awareness of relevant internal/external trends and consider implication of work, ability to use multiple communication channels, seek feedback, and offer balanced feedback to peers

• Seeks to strengthen relationships and networks by asking open questions and sharing information appropriately

• Work with internal cross-functional teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce, and Leaders at multiple levels)

• Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering, reporting, and SAP sale-order management experience preferred

Our Benefits

Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join Seqirus.

Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about Seqirus.

As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at Seqirus.