Hikma Pharmaceuticals USA Inc.

  • Assistant Mgr, Customer Operations

    Job Location US-NJ-Eatontown
    Posted Date 2 months ago(8/10/2018 11:53 AM)
    Job ID
    Job Function
    Sales & Marketing
  • Overview

    The Service/Sales Support team serves as the primary contact for all day to day customer interactions. It is this team that serves as the frontline when creating, maintaining and building relationships with both our internal and external customers. The Assistant Manager of Service/Sales Support is responsible for ensuring the Customer Ops. Service Team has a customer centric approach and focus for both internal and external customers. In this role, the Asst. Mgr. must oversee to ensure the business is running in an efficient and compliant manner, while at the same time maintaining and identifying areas for continuous customer satisfaction, improvement as well as overall business process improvements. This role will also have oversight and active collaboration across the other teams within the Customer Operations organization. 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 is an attribute that will aid in the success of the individual residing within this position. This role requires a balance between team management, daily business activity management and participation, and special project participation.


    Team Strategy and Planning:

    • Planning, organizing, and managing Customer Operations Service/Sales Support function


    Team Management

    • Working “on the floor” and coaching Cust. Ops. Rep. team members
    • Additional point of contact for the Customer Operations organization
    • Monitoring and tracking individual, team and call center performance against established productivity and quality metrics, including regular audits
    • Assessing department performance
    • Monitoring phone calls and other communications to observe agent demeanor, technical accuracy, and conformity to Regulatory, Compliance, Ethics, and other Company standards
    • Monitoring work queues, prioritizing incoming authorizations and effectively delegating tasks to members to ensure company standards and contract obligations are met
    • Handling complex customer issues escalated by reps.
    • Participating in daily, weekly and ad hoc cross-functional meetings to discuss and resolve operational and technical issues
    • Overseeing day-to-day service/sales support operations
    • Responsible for encouraging and motivating team members with a responsible attitude and positive support


    • Conducting regular Customer Operations Rep. audits for completeness, accuracy of information and compliance with the organization’s policies, standards and procedures


    Process Improvements:

    • Recommending changes to workflow, procedures or policies and ensuring that all Customer Operations employees are fully informed, understand and implement changes



    • Identifying, leading, developing and organizing training, re-training and cross-training of team members and new employees as appropriate



    • Preparing ad hoc service and sales related reports for internal and external customers
    • Preparing and presenting a variety of management reports, including explanation of variances, significant trends, and recommendations for change or resolution



    • Ensuring service compliance with client performance guarantees, and regulatory or accreditation standards
    • Ensuring compliance with the organization’s policies and procedures and the given deadlines
    • Participating in sales presentations, demonstrations, and new client implementations as needed, to ensure smooth and timely transition of new business
    • Active knowledge and participation in all Customer Ops. sub groups
    • Conducting root cause analyses and developing corrective action plans


    • Exemplarily interpersonal/customer interaction skills
    • Situational analysis/independent thinking
    • 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
    • Self-starter
    • Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems
    • Ability to identify areas of opportunity within the team and/or processes
    • Ability to execute projects, both individually and cross-functionally
    • Good written and verbal communication
    • Strong ability to organize, multi-task, prioritize, and manage time effectively, in order to work with little supervision
    • Track record of improving processes and increasing efficiencies
    • Intermediate MS Office user
    • kSAP or equivalent ERP experience preferred
    • Results driven
    • Bachelor’s Degree from an accredited college or university and/or equivalent experience
    • 7+ years experience in a Customer Service related environment
    • 7+ years experience in the pharmaceutical industry

    Potential travel


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