Business & Customer Operations Associate
Lupin
Summary
The Business & Customer Operations Associate/Analyst is expected to establish a working knowledge of our direct customer base and any applicable specific requirements. The person in this role will serve as both support to the team (including management) as well as the primary contact for all department data pull and research needs. This team member will support workflow review and edits within the department to help increase efficiency. This role is expected to report on multiple metrics that highlight the department’s opportunities and successes. The person in this role will support management to ensure the business is running in an efficient and compliant manner and provide ideas on areas for continuous improvement. This role may support product allocations and top-tier account management. This role requires self-initiation; someone that can evaluate a situation and determine if further enhancements will benefit the business, be able to implement an action plan and see it through. A balance between daily business activities and special project participation is required.
Job description
The Customer Operations team is the primary contact for all day-to-day customer interactions for both internal and external customers. This team is responsible for all standard Customer Service (CS) activities supporting all commercial and pipeline products, inclusive of the Brand and Generic divisions. Standard CS activities include, but are not limited to direct purchase order management, inventory management, and tending to direct customer and consumer inquiries. Responsibilities outside the standard Customer Service activities include but are not limited to product allocations, shipping related claims, 3PL management, direct sale reporting, direct customer account management (including customer portal maintenance), SOM management, DSCSA related support, claims, process creations, and special projects. While in this role, the expectation is to operate within a customer-centric approach across all procedures.
Responsibilities
- Project support
- SOM and controlled drug compliance and process ownership
- Oversight of the order management process and developing key relationships at our 3PL partner with respect to customer shipments/deliveries and shipping errors
- Direct interaction with B2B and B2C
- Follow up with customers to see that any complaints were satisfactorily resolved as necessary
- Ensure unsurpassed quality service for Lupin customers
- Interact with all levels of internal management and actively participate in meetings when required
- Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations
- Understanding and compliance of department processes, procedures and policies, this includes input on SOP creations
- Assist in order allocation process and back-order management when needed
- Support Sales/Marketing, Contracts and Pricing to ensure execution of all promotions, pricing offers, and other areas as needed
- Aid upper management in analyzing data, troubleshooting problems and multitasking, all to drive sales for the organization
- Perform all other duties that are assigned
Requirements
- Bachelor’s degree in business and related field or equivalent Account Management, Customer Service and Sales Support related experience
- 1-3 years related Pharmaceutical Industry experience
- Strong technical skills- intermediate to advanced level in Microsoft excel, outlook, project is a must
- Situational analysis/independent thinking
- Strong written and verbal communication and interpersonal skills
- Flexibility to work in a team setting or independently, depending on the needs of the department
- Self-starter
- Ability to work with minimal direction, to rapidly understand the context and the task and take quick initiative to resolve problems
- Strong ability to organize, multi-task, prioritize, and manage time effectively, to work with little supervision
- Ability to recommend and implement changes with minimal supervision
- Ability to operate effectively in an environment with a high volume of transactions
- Ability to develop strong relationships with contacts at customer accounts
- Ability to analyze data
- SAP experience is highly preferred
Benefits
- Discretionary performance bonus
Company overview
Lupin Limited is a global pharmaceutical leader headquartered in Mumbai, India, with a significant presence in over 100 countries worldwide. Founded in 1968 by Desh Bandhu Gupta, the company has grown into one of India's top pharmaceutical manufacturers and a major global player in the generic drug market. Lupin specializes in a comprehensive range of pharmaceutical products including branded and generic formulations, complex generics, biotechnology products, active pharmaceutical ingredients (APIs), and advanced drug delivery systems. The company maintains a strong therapeutic focus across multiple areas including respiratory, cardiovascular, anti-diabetic, anti-infective, gastrointestinal, central nervous system, and women's health. With 15 state-of-the-art manufacturing facilities and 7 research centers globally, Lupin employs over 20,000 professionals dedicated to improving patient health outcomes. The company's U.S. subsidiary, Lupin Pharmaceuticals Inc., operates from Baltimore, Maryland, and has established itself as a significant player in the American pharmaceutical market. Lupin's commitment to innovation, quality, and accessibility has positioned it as a trusted provider of healthcare solutions that address unmet medical needs while maintaining a strong focus on sustainability and corporate social responsibility.