Customer Operations Manager

Who we are?

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas. We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

The opportunity

Position Summary: Aligned with multiple strategic customers (which may include a grouping of aligned customers) with focus on initiatives related to supply and logistics. Creates strategic plans in collaboration with commercial management in support of business growth, and leads the execution of those plans via Customer Focus work teams. Provides direction and tactical guidance to Supply Chain and Operations on all backorder, projected backorders, customer order patterns, and key product prioritization. Translates internal supply scenarios into discretionary customer messaging, and interacts with customer’s management team to ensure they have the appropriate information. Acts as the primary point of contact on a daily basis for all issues above and coordinates with internal commercial management on all escalated issues. Oversees and approves the weekly customer touching back order reports, and sets strategy in coordination with marketing management team on customer messaging surrounding supply.

Essential Duties and Responsibilities:

• Daily management of strategic accounts, with focus on supply fulfillment and inventory allocation. Leads recurrent customer calls to discuss backorders, item transitions, scheduled and ad-hoc reporting on customer orders and order fulfillment; order issue resolution; reconciliation / root cause analysis of missed delivery dates; failure to supply analysis and reconciliation. Proactively monitor inventory on hand at customers, Teva warehouse, and work in progress to escalate risk to financial performance or key customer commitments. Performs analysis and has full understanding of open lines and supply constraints to adhere to required delivery dates. Protects the strategic customers from backorder by producing scenarios for alternate pack size usage or other creative initiatives. Management of newly launched products to customer in support of strategic partnership. Advises Customer Service on any specific customer launch requirements.
• Key member of Customer Focus Work Team, with leadership responsibility when the National Account Director is not available. Act as main point of contact for operational issues with customer team. Develop and deliver discretionary messaging to customer regarding current or future supply disruptions.
• Management and execution of special projects in support of strategic alliance. Meet with key customer executive management on a recurring and ad hoc basis regarding any escalated issues surrounding concerns of supply or special projects in support of business growth.
• Support Brand and Customer Inventory Management Team where required. Understand Customer Inventory Management tool for supply allocation. Interface with Forecasting to ensure transparency within Customer Operations regarding full supply picture to customer. Manage Price Right requests and ensures completion of bid requests in line with the customer’s timing expectation.
• Other projects and duties as required/assigned
• Follows Teva Safety, Health, and Environmental policies and procedures.

Your experience and qualifications

Education:

Bachelors Degree

Experience:

• Minimum of 8+ years experience in customer service. supply chain, logistics or similar function in a pharmaceutical environment
• Fundamental understanding of operational activities in pharmaceutical industry
• Working knowledge of order to cash process

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.