Customer Operations Representative: Alexion Pharmaceuticals,Inc.

Responsiblities:

The Customer Operations Specialist “COR” acts as a liaison between Alexion and Oncology Specialty Pharmacies, Distributors, Physicians, Suppliers and Wholesalers while providing optimal customer service throughout all aspects of relationship management. The COR ensures timely follow through on all customer related issues. They must posses the ability to make sound decisions and have the passion to complete each call with the utmost care to ensure total and informative satisfaction/resolution for the caller. The COR should have a strong desire to create and maintain true collaboration amongst their colleagues which ultimately affects the customer.

• Review customer orders for compliance to Alexion’s internal program
• Provide a detailed COR in-service for the buyer and infusion appointment contact of all treating facilities
• Analyze and review return requests. Make decisions on acceptance or denial of return based on Alexion’s return goods policy. This will require sound judgement to determine if credit or replacement of product is appropriate
• Analyze credit and rebill requests to determine validity. Process credit & rebills when appropriate to ensure that there will not be additional AR discrepancies with Customer
• Management of inquiries from customers, sales, marketing and other internal customers to ensure complete and timely resolution
• Effectively answer phone calls in a timely manner in order to meet the company service level requirements
• Establish and maintain professional relationships with Oncology Specialty Pharmacies, Distributors, Physicians, Suppliers and Wholesalers
• Form solid professional and collaborative relationships with Case Managers, various field personnel and other internal departments
• Manage workload in a very proactive manner to ensure that product is delivered to the right place, at the right time and for the right patient
• Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product
• Establish new customer accounts and maintenance of existing customer information including addresses, email addresses, contact names, phone and fax numbers
• Manage the coordination of information flow to and from our third party distribution center. This includes all shipment requests and shipment confirmation data being entered in SAP after the product ships
• Recognize and report any negative trends to management
• Manage collectables from assigned accounts
• Manage disputed Accounts Receivables with assigned accounts

Requirements

• 4 years of college or equivalent work experience

• Over 1 year of basic experience in Customer Operations/Relations. An overall understanding of the various functions within Customer Operations/Relations. Experience in managing general responsibilities pertaining to the service of both external and internal customers. Knowledge of servicing both distributors and physicians a plus.

About Alexion Pharmaceuticals

Alexion Pharmaceuticals, Inc. is a biopharmaceutical company working to develop and deliver life-changing drug therapies for patients with serious and life-threatening medical conditions. Employing more than 500 people worldwide, Alexion is engaged in the discovery, development and commercialization of therapeutic products aimed at treating patients with a wide array of severe disease states, including hematologic and kidney diseases, transplant, cancer, and autoimmune disorders. Soliris^(R) (eculizumab) is Alexion's first marketed product for patients with paroxysmal noctural hemoglobinuria (PNH) a rare, debilitating and life-threatening blood disorder defined by the destruction of red blood cells, or hemolysis. Soliris is approved in the U.S. and Europe in 2007, and Canada and Australia in 2009. Alexion is evaluating other potential indications for Soliris as well as other formulations of eculizumab for additional clinical indications, and is pursuing development of other antibody product candidates in early stages of development.

Alexion offers a highly competitive package of base and incentive compensation, group healthcare coverage, tuition reimbursement, relocation assistance, and a 401(K) plan.

Alexion is an Equal Opportunity/Affirmative Action Employer.