• Customer Order Specialist, Tech Ops

    Job Locations US-WA-Seattle
    Job ID
    2018-1320
    Category
    Technical Ops
  • Overview

    Dendreon Technical Operations manages the creation of the production plan and execution of arm-to-arm activities supporting Provenge treatments, including but not limited to production and demand planning, logistics analysis, scheduling, and real-time product monitoring.

     

    The Customer Order Specialist is responsible for managing the timely distribution and receipt of Dendreon order information responding to inquiries and triaging issues for resolution according to organization and operational objectives.  The ideal candidate is someone with data management skills willing to work in a dynamic and fast-paced customer service environment.  Ability to manage customer relationships and communicate with internal teams is important to be successful in this role.  An eye for detail and ability to understand how operational systems work is highly recommended. 

    Responsibilities

    • Manage customer relationships, and support all aspects of the customer order processes, policies, and procedures.
    • Manage strategic pricing program supporting key partners
    • Manage order information in the ERP system, including processing credits, debits and pricing updates
    • Ensure timely distribution of order notifications for customer invoicing, and work cross functionally with internal and external partners to resolve inquiries.
    • Support the apheresis billing process and work with internal and external partners to resolve issues.
    • Obtain accurate order information prior to invoice closing, initiate investigations to gather missing information, and escalate issues as necessary to ensure timely resolution.
    • Manage strategic pricing program for key partners, ensure invoices are correctly executed, work with stakeholders to resolve any discrepancies, and provide effective and timely solutions.
    • Prepare and distribute accurate reports, identify data discrepancies, coordinate corrections with appropriate departments, and conduct monthly reconciliations.
    • Support customer account onboarding and communicate updates to all associated parties.
    • Identify ERP system enhancements to support business process improvements, lead the implementation of new product functionality, and serves as department ERP system lead.
    • Recommend opportunities for process improvement; lead the development and implementation of supporting projects
    • Develop collaborative and cooperative working relationships, be a valued team contributor, and model Dendreon’ s corporate values
    • Maintain data integrity with 100% accuracy
    • Provide subject matter and technical support to other business functions
    • Other duties as assigned

    Qualifications

    • Bachelor Degree or equivalent
    • Typically 3-5 years related experience in a customer service role or similar
    • In-depth knowledge of customer service principles and practices
    • In-depth knowledge of customer service software, databases and CRM tools
    • Able to coordinate varied and complex demands from a diverse customer base, with the ability to prioritize
    • Able to work collaboratively across all parts of the organization and build strong internal relationships
    • Have a strong attention to detail, the important to follow processes and awareness of the importance of accuracy
    • Able to communicate knowledge and ideas clearly, concisely, and effectively; communicates well across all levels of the organization to facilitate progress and share information
    • Strong organizational, analytical, and problem solving skills and ability to decipher relevant business data

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed