Customer Distribution Operations Specialist - LATAM

Alexion Pharmaceuticals, Inc.
New Haven
Oct 03, 2017
Oct 11, 2017
Employer Type
Direct Employer
Employment Type
Full Time
Position Summary

The Customer Distribution Operations Specialist - LATAM acts as a liaison between Alexion and Distributors, Suppliers, Wholesalers and third party logistics providers (3PL) while providing optimal customer service throughout all aspects of relationship management. Efficiently handle customer's enquiries such as purchase orders, quotations, and vial requests, complaints for lost or damaged goods, product returns or exchanges. Professionally answer incoming calls and emails, understand the customers' needs and their environment to improve satisfaction at sales and service support levels. Accurately and timely process orders and requests in SAP and CRM databases. Work closely with other teams such as Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Understand processes and make recommendations to improve overall team efficiency in alignment with local requirements, and ensure every patient is treated on time every time.

Principal Responsibilities

* Responsible of daily order entry, handling, monitoring and coordinating sales orders, rush orders, service requests and advance exchange programs (Shipping Calendar processing, etc???) for both Commercial, Free of Charge/Compassionate items

* Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product. Provide information to the customer. This includes all shipment status update by Distribution

* Manage workload in a very proactive manner and work closely with Distribution Specialist to ensure that product is delivered to the right place, at the right time and for the right patient.

* Coordinate, update and follow up of key Customers/ Accounts enrolled with Alexion Shipping Calendar agreements, ensuring On-Time-Delivery with Distribution

* Follow up of Customer ordering behavior; pro-actively liaise with customers for upcoming order schedules.

* Creating and maintaining customer master data in accordance with the SOP.

* Patient record creation and update in centralized repository.

* Form solid professional and collaborative relationships with Regional Customer Operations Members, various field personnel and other internal departments

* Adhering to Customer Pre-payment processes in conjunction with current SOP and Alexion's Credit Management policy.

* Coordinating daily inventory reconciliations with main 3PL center and forward stocking locations. These centers allow Alexion to fill orders, ship product for regular and emergency requests. Additionally the forecast of future inventory needs based on sales and depletion of existing stock.

* Validate inventory discrepancies within Alexion's validated SAP system and identify root causes to formulate recommendations for process enhancements to improve inventory accuracy. Communicate with management on any issues related to inventory

* Responsible from time to time to perform other function-related activities in addition to the above mentioned responsibilities, as reasonably required by business needs such as :

* Create and maintain the pricing list updated

* Handle inquiries (Request for Quote "RFQ") from prospective and current Customers

* Accountable for using established & Standardized template(s) / Document(s) / procedure(s) whenever it is applicable, in conjunction with Regional Customer Operations Members guidance/ recommendations


* 0 - 2 years' experience in Customer Operations/Relations or relevant work experience in LATAM

* Fluent in English and Spanish, Portuguese's would be a strong plus.

* Similar experience within "Drug on Prescription" Industry, preferably in LATAM markets/ orphan drugs would be a strong plus

* Knowledge and understanding of Latin America Import & Export regulation and guidelines.

* Very good oral and written communication

* Ability to create stable professional relationships

* Detail oriented

* Excellent Time management skills

* Good interpersonal skills

* Computer literate with MS Office product suite, ERP (SAP is a plus) and CRM ( is a plus)


* Bachelor in Business administration or years of equivalent experience

* LI-DD1

New Haven, CT, United States

No Selection

Alexion is a global biopharmaceutical company focused on developing and delivering life-transforming therapies for patients with devastating and rare disorders. Alexion developed and commercializes Soliris?? (eculizumab), the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH) and atypical hemolytic uremic syndrome (aHUS), two life-threatening ultra-rare disorders. As the global leader in complement inhibition, Alexion is strengthening and broadening its portfolio of complement inhibitors, including evaluating potential indications for eculizumab in additional severe and ultra-rare disorders. Alexion's metabolic franchise includes two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare disorders, Strensiq?? (asfotase alfa) to treat patients with hypophosphatasia (HPP) and Kanuma??? (sebelipase alfa) to treat patients with lysosomal acid lipase deficiency (LAL-D). In addition, Alexion is advancing the most robust rare disease pipeline in the biotech industry, with highly innovative product candidates in multiple therapeutic areas.

As a leading employer in our industry, Alexion is proud to offer a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Benefits include group medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, relocation assistance and much more. To learn more about Alexion, please visit or download our App for iPhones and Blackberries.

Alexion is an Equal Opportunity /Affirmative action employer