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Customer Logistics Analyst

Mallinckrodt is seeking a motivated and technically savvy individual to join their Customer Support team. The candidate will have an opportunity to work on a wide range of initiatives spanning from new product launches to systems implementation. The role offers significant learning potential. The primary responsibility of this position is to manage and deliver on customer orders and expectations. Ideally, the analyst has education and/or experience in one or more of the following: 1) sales and marketing operations, 2) healthcare administration, 3) customer service/support, 4) business analysis, 5) supply chain management.

As Mallinckrodt transforms into an innovation-driven specialty pharmaceutical company, we are focusing more keenly on customer experience and digital engagement. This employee will support the overall customer experience (CX) culture and the expansion and deployment of digital platforms ultimately leading to better patient outcomes, quicker product adoption, and better customer insights. The main charter of this role is to provide innovative patient-centric solutions relating to the order-to-cash business process. This person will assist in aligning order management capabilities and technologies with input from Commercial, New Product Commercialization (NPC), Sales Operations, and Brand Teams. As Mallinckrodt commercializes new pioneering therapies, the candidate will help create a differentiated end-to-end approach to enhancing the customer experience and striving for flawless execution.

Order-to-Cash Execution
  • Provide first-line support for customer order management.
  • Ensure a compliant and efficient process is meeting cost and service targets.
  • Collaborate with internal stakeholders and vendors on continuous improvement programs.

Customer Experience
  • Create and monitor metrics to measure customer satisfaction.
  • Explore opportunities to digitally engage with customers and capture new insights.
  • Ascertain and translate customer requirements into actionable projects.
  • Increase customer visibility to order status, deliveries, and other trade and product-related data.

Advancing Technology
  • Increase the depth and breadth of technical integration with third parties.
  • Identify and rationalize modules, applications, and enhancements in support enhanced customer experience.
  • Achieve power-user status and represent department in the ERP Center of Excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Perform order management functions, maintain data in ERP system, generate performance reports and conduct analysis, maintain SOPs and work instructions, and support with ad-hoc project management.
  • Serve and provide first-line customer and internal support.
  • Maintain working knowledge of company products, policies, and customer support procedures.
  • Provide, interpret and present analyses and reports to internal and external business leaders.
  • Manage Customer Service Operations inbox – shared inbox.
  • Perform product launch assessment, planning, development, and implementation.
  • Conduct customer segmentation analysis and solution tailoring.
  • Increase departmental knowledge of customer experience management (CXM).
  • Develop working knowledge of pharmaceutical distribution channels (full line wholesale, specialty, etc.)
  • Capture and translate customer feedback into actionable insights.
  • Perform SOX controls and other audit/compliance related duties.

DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS:
  • Transact with multiple software packages including data download, analysis & reporting.
  • Support project initiatives.
  • Partner with other Functions (e.g. Commercial, Information Technology, Finance, Trade Compliance, Quality, EHS) in order to execute the Order-to-Cash Process flawlessly. Participate in site/business CAPA process.
  • Maintain full compliance to Mallinckrodt policies and procedures.
  • Other duties as assigned with or without accommodation Occasional business travel (10%) can be expected.

MINIMUM REQUIREMENTS:
  • Education : Bachelor’s degree.
  • Experience:  1 + years’ experience or combination of work and educational equivalent within customer service and supply chain management.
  • Previous experience in customer experience management (CXM).
  • Basic understanding of Enterprise Resource Planning software.
  • Preferred Skills/Qualifications: Track record of meeting/exceeding customer commitments. Highly motivated, detail-oriented individual.
  • Background in marketing operations, logistics or customer support.
  • Experience in pharmaceutical, medical device or life science industry preferred.
  • Strong data management and analysis skills.
  • Demonstrated ability to implement and deliver on projects within scope and timeline.
  • Acts with integrity and honesty, able to handle ambiguity.
  • Ability to build interpersonal relationships in a customer-focused, matrixed organization.

WORKING CONDITIONS:
Normal office conditions