Sr. Customer Account Analyst
CSL
Summary
The Senior Customer Account Analyst owns a portfolio of accounts across Retail, Wholesale and Distribution, IDN, and independent and corporate-owned healthcare provider segments. You are the day-to-day contact for those customers & Sales as the individual who knows the accounts inside out.
Job description
Working within an integrated Customer Operations team that spans Customer Master Data, Order Management, Chargebacks, and Product Returns, you will track contract adherence, distribution patterns, and delivery performance, and use what you find to advise Sales on where to focus.
What You'll Do
- Own an assigned book of accounts and get to know how each one purchases contracts, system capabilities, account/network structure and how they perform.
- Work directly with customers on questions on pricing, membership, EDI/website solutions, and ad hoc reporting.
- Track contract adherence, distribution patterns, and delivery performance across the portfolios.
- Proactively run data quality analysis across billing, shipping, order creation, contract, pricing, and product returns.
- Identify data exceptions in order to plan and execute strategic plans with Sales partners.
- Keep the order-to-cash cycle moving for your accounts, from order creation through billing, shipment, and settlement, sorting out exceptions independently.
- Proactively identify gaps in processes and recommend opportunities for improvement.
- Coordinate with Sales, Demand Planning, Distribution and Logistics, Market Access, Product Returns, and Finance to line up priorities, flag risks early, to mitigate customer impact.
What You Bring
- 3–5 years in commercial operations, account analysis, product sourcing, or inventory management, including exposure to the order-to-cash cycle.
- Pharma, vaccine, or regulated healthcare distribution experience helps but is not required.
- Comfortable working across billing, pricing, contract, and order data, finding the pattern in it, and saying plainly what you think should happen next.
- Microsoft Office with strong Excel, SAP, and Model N experience preferred; exposure to Power BI or similar reporting tools is a plus.
- You have owned a book of accounts and been the person customers call when trying to resolve challenging problems, possess the ability to independently make decisions while acting as the voice of the customer.
- Bachelor's degree in business, marketing, or science discipline, or equivalent relevant experience.
Requirements
- 3–5 years in commercial operations, account analysis, product sourcing, or inventory management, including exposure to the order-to-cash cycle
- Pharma, vaccine, or regulated healthcare distribution experience helps but is not required
- Comfortable working across billing, pricing, contract, and order data
- Microsoft Office with strong Excel, SAP, and Model N experience preferred
- Exposure to Power BI or similar reporting tools is a plus
- Owned a book of accounts and been the person customers call when trying to resolve challenging problems
- Ability to independently make decisions while acting as the voice of the customer
- Bachelor's degree in business, marketing, or science discipline, or equivalent relevant experience
Benefits
- Health Insurance
- Well-being support
Company overview
CSL Limited is an Australian multinational specialty biotechnology company that researches, develops, manufactures, and markets products to treat and prevent serious human medical conditions. Founded in 1916 as Commonwealth Serum Laboratories, CSL has grown to become the world's fifth largest biotechnology company with operations in over 35 countries. The company specializes in blood plasma derivatives, vaccines, antivenoms, and cell culture reagents used in medical and genetic research applications. CSL operates through several key divisions including CSL Behring (focusing on rare and serious diseases), CSL Seqirus (one of the world's largest influenza vaccine providers), CSL Plasma, and CSL Vifor. With over 32,000 employees globally, CSL maintains a strong R&D pipeline and has invested over US$3.3 billion in research and development over the past five years. The company is publicly traded on the Australian Securities Exchange and has its global headquarters in Parkville, Melbourne, Australia.