Overview
job description summary
the associate e2e process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, internal case management, pre-production planning, site onboarding, billing/invoicing processes and logistics, gps, and systematizing updates to customers. They will also assist with customer related inquiries as needed.
job description
provide support, manage day-to-day operational processes mentioned above as well as ad hoc support for reporting, data reconciliation, and other order support as required.
* complete manual data entry
* support select process improvement activities associated with customer service operations
* as applicable, raise innovative ideas and help drive improved efficiency and effectiveness.
responsibilities
- assist with customer related inquiries based on customer needs/demand
- adhere to all applicable working practice documents (wpds), work instructions (wis) and compliance guidelines
- ability to work the scheduled work hours, which generally will be an 8-hour shift with two paid rest breaks and an unpaid lunch break
- assist in the creation of team documentation, including ‘cheat sheets’
- this position will require holiday support for cs team
ideal background
education: bachelor\'s degree required
languages: fluent english, other languages desirable
experience:
* 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
* ability to manage multiple projects and consistently meet deadlines
* strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
* detail oriented problem solver who can make clear-headed decisions while under pressure
* experience with systems enabling program end-to-end program operations, including but not limited to customer-facing digital portals, internal case management platforms as well as production planning and financial billing/invoicing tools
* proficient in powerpoint and excel, and telephony
* potential shifts: 6am-2:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pm
* oncology experience preferred
leadership competencies
- problem solving
- customer/patient-centric mindset
- strong written and verbal communication skills
- understanding of computer systems and platforms which are used to support customer/patient services operations
location
location: mexico city nocc, (hybrid working model)
no travel: no travel required
skills desired
bom (bill of materials), business networking, business scenario planning, change control, efficiency, erp systems, flexibility, general hse knowledge, including gdp, inventory management, knowledge of gmp, master data, material requirements planning (mrp), order management, product distribution, risk management, scheduler, supply chain, supply-chain management, supply management, supply planning, transportation, warehouse management
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