The Opportunity 

The Customer Account Analyst position will execute within the order to cash management process to facilitate influenza vaccine orders and create a 1:1 relationship with members of the sales team. This role has direct interaction and responsibilities with external customers. Demonstration of strong organizational skills, possess the ability to multi-task, be detail oriented, and able to manage working in a dynamic environment.  Analyst will monitor, assess and analyse, product distribution and delivery performance against a contract, managing customer experience. The position will operate with a high degree of discretion and apply independent decision making to consistently meet or exceed business unit quality and productivity standards, seeking guidance as needed.

The Role 

• Earn the trust and confidence of customers and sales partners by assuming ownership of the customer experience, adjusting strengthen customer touch points and interpersonal skills.

• Assess, prioritize and process account requests (order to cash) for end customers and sales partners

• Possess a broad mastery of service and administrative functions, including in-depth knowledge of complex product features and processing systems, such as SAP

• Quality check all orders entered for their select group of accounts; analyzing billing, shipping, and quantity prior to orders being shipped

• Possess in depth knowledge of business operation systems, workflows and downstream impacts, proactively identifying gaps and recommending improvements

• Operate at a high level to consistently meet or exceed business unit quality and productivity standards

• Follow established policies and procedures

• Perform routine analysis on customer account information including compliance/regulatory needs are met and customer is performing successfully against their contract

• Analyze data for performance trends, significant variances and opportunities for improvement

• Creation and distribution of critical customer account reporting on a routine basis; creation and distribution of ad hoc reports, as requested

• Collaborate on cross functional projects and special assignments, acting as a subject matter expert and department liaison

• Support customer credit clearance with internal finance department

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

• Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box, offering Management unique solutions

• Assist with peer-to-peer coaching and education as it is relates to routine, specialty or complex processes and systems

• Assist in writing test cases, scripts and testing of new system enhancements

Your skills and experience 

• BA/BS preferred

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

• Experience and ability to act in a complex and rapidly changing business environment

• Excellent written verbal and written communication skills and ability to craft documentation

• Strong interpersonal skills via direct communication and indirect via email

• Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting

• Able to provide accurate feedback regarding how customers feel about our level of service

• Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems

• Ability to work across internal cross-functional teams (Finance, Sales and Distribution, QA, IT, Customer Experience, eCommerce and senior managers) and represent Customer Account Management

• Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering and SAP account 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 at Seqirus.

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