Hikma Pharmaceuticals USA Inc.

  • Supervisor, Customer Master Data

    Job Location US-NJ-Eatontown
    Posted Date 8 months ago(7/27/2018 9:12 AM)
    Job ID
    Job Function
    Sales & Marketing
  • Overview

    The Customer Operations Master Data Supervisor is responsible for coordinating activities of the Customer Master Data Department. The Master Data Supervisor will lead the team who executes against standards to update and maintain data as new information is provided and will ensure that regular quality checks on processes are performed providing oversight on data updates when conflicts arises. The Supervisor is responsible for the satisfaction of both internal and external customers that the Customer Master Data Team supports. In this role, the Customer Master Data Supervisor must oversee the Master Data Team to ensure the business is running in an efficient and compliant manner, while at the same time maintaining and identifying areas for continuous overall business process improvements.   This role requires self-initiation; someone that is able to evaluate a situation and determine if further enhancements will benefit the business, be able to implement an action plan and then see it through. This role requires a balance between team management, daily business activity management and special project participation. This role requires knowledge with various data elements within the pharmaceutical industry.


    Customer Master Data Management:

    • Maintain integrity of master data through proactive maintenance of various master data components. Accountable for the accuracy and updates of customer master data.
    • Ensures timely and accurate master data that is compliant and supports our stakeholders’ business – Customer Operations, Contracts, Marketing, Sales Operations, Finance, Government Pricing, and Compliance; this data has immediate and critical impact on our sales, shipments, invoicing and sales force
    • Control ownership for master data management approvals, business data owner reviews, etc.
    • Responsible for new account creation
    • Existing customer data maintenance including managing linkage of accounts, consolidation and deactivation of duplications, removal of partner functions (direct customers), A3 error extraction, and creation of standard data entry guidelines
    • Maintenance of DEA and state licensing for West-Ward customers including resolving order blocks due to licensing issues.
    • Participates as an active strategic partner in business decisions, especially when master data is involved
    • Acts as business lead for project work streams that include Customer Master Data

    Team Management

    • Working “on the floor” and coaching team members


    • Can serve as an additional point of contact for other Customer Operations Teams
    • Monitoring work queues, prioritizing incoming authorizations and effectively delegating tasks to members to ensure company standards and contract obligations are met
    • Handling escalated customer issues
    • Organize and participating in necessary meetings to discuss and resolve operational and technical issues
    • Overseeing day-to-day operations


    Process Design:

    • Partners with stakeholders including IT, sales, marketing, and external partners to understand current and future business needs; proactively work with stakeholders to identify business process changes and opportunities where master data may be used in standard or innovative ways
    • Provides input to improve processes and thinking, when needed, to effectively impact and influence decision regarding master data


    Project Management:

    • Participate in Customer Master Data Projects



    • Manages the quality review and delivery of reports and data requested information to auditors, maintain specific procedures for audit purposes.
    • Executes strategies, tools, and reporting processes to allow quantification of key performance measures for achieving our goal of master data excellence
    • Analyze, monitor and measure the quality of customer master data in accordance with master data standards and implement corrective action plans if necessary


    Policies and Procedures

    • Develops CMD policies and procedures and ensuring that they are accurately documented and meet compliance requirements
    • Ensures awareness of and compliance with master data governance guidelines


    Internal Controls:

    • Responsible for change control procedures.
    • Ensure adherence to internal controls, recommends additional SOP's required, and maintains adherence to policies and proced


      • Explores new technologies for applying innovation and cost effectiveness to continuous CMD process improvement
      • Reviews and approves any new system functionality requests
      • Monitor technical assistance and/or training to end users and issue resolution

       Issue resolution:

      • Highlight any CMD issues and determine a plan of action to resolve
      • Prioritizes, challenges, and resolves issues and change requests in order to increase efficiency of the CMD process
      • Other:
      • Promotes capabilities of department and demonstrate how CMD can add value to all lines of business
      • Perform other duties as assigned by Manager or Supervisor in support of departmental goals


    • Experience in ERP and/or MDM systems managing master data, preferably SAP ERP
    • Highest level of accuracy and attention to detail
    • Situational analysis/independent thinking
    • Intermediate Excel
    • Able to analyze complex problems and situations. Must be a self-starter, who can take on projects and see them from start to finish, ensuring business buy-in throughout the process. Results driven.
    • Capacity to analyze data coming from various sources, synthesizing into slide presentations or summaries
    • Experience with conducting root cause analyses and developing corrective action plans
    • Capability to take a helicopter view, but then drill down to details as required for success
    • Strong written and verbal communication and interpersonal skills needed in cross-team/user relationships.
    • Flexibility to work in a team setting or independently, depending on needs of the department.
    • Project management and execution experience, both individual and cross-functional.
    • Strong ability to organize, multi-task, prioritize, and manage time effectively, in order to work with little supervision.


    • Associate’s Degree
    • 3+ years’ experience in a customer focusing pharmaceutical related environment



    • Bachelor’s Degree

    Potential travel


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