Customer Operations Account Specialist-Order Management

Sales and Marketing Chestnut Ridge, New York



Job Summary - a concise overview of the job


The Customer Operations Account Specialist - Order Management is responsible for order management activities in accordance with departmental policy and corporate goals.  Coordinates daily logistics activities with the Company’s two Distribution Centers.


All incumbents are responsible for following applicable Division & Company policies and procedures.

Scope of Authority - span of control (work unit, site, department, division, etc.), monetary value of budget/spend authority ( capital, operating, etc.), P&L responsibility, etc.



Key Accountabilities - key outcomes/deliverables, the major responsibilities, and % of time



% of Time

Customer Order Management

§  Reviews all open orders based on customer ordering patterns and identifies exceptions based on high level customer and product trends

§  Drives suggestions for improved ordering with Account Executives Customer Management to ensure purchase orders are received and released to Par’s Distribution Center (DC) in the most efficient manner

§  Review items in short supply with other Account Executives and management to manage product allocations in the system based on business objectives

§  Maintain inventory reserves via monthly recommendations to management

§  Coordinate daily logistics activities with DC supervisor to meet customer expectations. Act as the liaison between Sales Ops and the DC

§  Lead scheduled bi-monthly meetings to review and resolve issues that may arise. Evaluate opportunities to streamline processes between Sales Ops and the DC.

§  Manage daily activities for all bulk and specialty accounts  Endo brand products. Responsible for customer communications, maintenance and tracking of specific customer requirements and delivery of timely forecast updates for made to order products

§  Support various patient inquiries, including but not limited to availability questions. Direct appropriate calls to medical information group as needed


System Management

§  Coordinate and execute Electronic Data Interchange (EDI) and manual order entry process into the automated JD Edwards (JDE) Sales Order Management system

§  Review systems generated audit reports and perform all necessary corrections to sales order files

§  Support various departmental initiatives such as DSCSA, creation of reporting, testing and validation of potential system enhancements.



§  Customer Management back up – Maintain proficiency in customer focused information including, but not limited to, analysis of 852 data reports

§  Support product launches and special promos by maintaining the New Product Launch tracking document. Ensure timely communication of updates to key business units






Education & Experience

Minimal acceptable level of education, work experience and  certifications required for the job

§  Bachelor’s degree required

§  1-3 years’ pharmaceutical experience

§  Experience with ValueCentric, Hyperion Essbase and ERP systems a plus.


Proficiency in a body of information required for the job    

e.g. knowledge of FDA regulations, GMP/GLP/GCP, Lean Manufacturing, Six-Sigma, etc.

§  Proficient in Microsoft Office

§  Knowledge and familiarity with Supply Chain processes preferred




Often referred to as “competencies”, leadership attributes, skills, abilities or behaviors that may be enterprise, functional or job specific       e.g. coaching, negotiation, calibration, technical writing etc.

§  Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

§  Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

§  Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

§  Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

§  Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Must be results-oriented with excellent planning, process, and execution skills

§  Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs.

§  Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

§  Must be proficient in communicating and interacting with all levels of management as well as outside organizations.

§  Flexibility in adjusting and reprioritizing in order to meet changing needs in a fast-paced work environment.

§  Ability to manage various customer requirements simultaneously including deadline sensitive priorities.

§  Team player possessing a strong work ethic and drive for results.


Physical Requirements

Physical & mental requirements     e.g. lift 40 pounds, walk across plant/warehouse, business travel (% of time), driving as part of work responsibilities, etc.

§  General office environment

§  After-hours work may be occasionally required


Disclaimer:  The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications.  Management reserves the right to change or modify such duties as required.