Sr. Customer Service Specialist (CSS), Trade Relations/Operations

See job description.
March 02 2021
Position Type
Full Time
Organization Type
Job Type

Sr. Customer Service Specialist (CSS), Trade Relations/Operations
Canada - Ontario - Mississauga

Gilead Sciences, Inc. is a research-based bio-pharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gileads therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.

Making an impact on a global scale
Inclusion is one of the companys five core values. Thats because we know that we are stronger and more innovative at Gilead when we are informed by a diverse set of backgrounds, experiences and points of view. Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide.

When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives. Come join a mission-driven bio-pharmaceutical organization that values inclusion and diversity, has a strong portfolio of products, and is constantly #CreatingPossible

You will be responsible for managing orders for Canada across Wholesalers, Specialty Distributors and Specialty Pharmacies to support the distribution of all products, including the generating of reports, dashboards, and analysis to support management decisions and ensure that patients can get the product they need through proper channels and appropriate inventory levels. They will maintain and improve the systems that contain trade data and the tools/processes that leverage that data, such as sales and inventory trending, order management, and score carding.

The CSS will also interact with other teams within Commercial Operations, AP, FP&A, Forecasting, Sales Analytics, Manufacturing, Materials Management, Distribution, QA, and IT to resolve issues or facilitate and ensure timely delivery of data, reports, and analyses. They will support business reviews with trade partners and system providers, by monitoring key performance indicators and driving for operational excellence.

The Role:
  • Support the distribution of the Gilead products which includes; order processing, product returns, recalls, issue management, documentation management, product launch communication, year-end management and any associated queries concerning the supply chain and distribution.
  • Generation and management of sales and metric reports and any adhoc reporting when required. Proactively identifies trends or anomalies to manager.
  • Liaison with finance, regulatory and other internal stakeholders to ensure appropriate internal and external controls including GDP and audit criteria are met.
  • Support ongoing maintenance and improvements of order desk policies and procedures with colleagues and document them appropriately.
  • Liaison with external (e.g. Trade) and internal customers to resolve supply issues and represent Gilead as the primary contact for product supply.
  • Uses clearly defined processes to provide first level data quality control.
  • May conduct or support training for new departmental employees.
  • Performs data integrity and quality control checks to identify areas of improvement or training needed within the department.
  • Provide support and account analytics to facilitate contract negotiation or renewal.
  • Identifies needs for databases, reports and management of information and adapts accordingly in reporting systems.
  • Ensures commercial terms are implemented and supports data collection for commercial litigation.
  • Follows Gilead's policies to maintain and improve the Company's level of customer service to all customer categories.
  • Serves as a subject matter expert on select order analytical tools, Trade processes, and internal/external data sources.
  • Out of hours duties as required for the accountabilities above.

Critical Competencies:
  • 5+ years of experience preferably in the pharmaceutical or biotech industry and a Bachelor's degree in business administration, economics, finance, or related fields. Customer Service or Order Management experience is highly desired.
  • Requires analytical, problem-solving and communication skills to analyze data from multiple sources and communicate in a clear and organized manner
  • Requires the ability to work collaboratively in a team structure.
  • Strong Interpersonal skills to effectively manage customer interactions, provide problem resolution and address supply sensitive requests.
  • Ability to apply good judgement in referring to senior colleagues and legal if appropriate.
  • Technical skills that permit building analytical models that evaluate business situations and provide recommendations.
  • Capable of following a project through completion with minimal direction and strong personal initiative and serving as backup to fellow team members in the department.
  • Must have the ability to multi-task and prioritize to meet goals and objectives in a deadline intensive environment.
  • Demonstrated ability to effectively and productively communicate both orally and in writing
  • Working knowledge of pharmaceutical supply chain management is preferred
  • Working knowledge of sales order, returns, chargebacks and complaints processes.
  • Industry knowledge of pharmaceutical business standards and regulations.
  • Proficiency in MS Office applications (Advanced in Excel & Powerpoint, Teams) is required.
  • Working knowledge of ERP systems (Oracle EBS), Business Intelligence (OBIEE), Trade data platforms (Integrichain or Valuecentric), EDI data sets (850/810/820/852/867), and visualization tools (Tableau) is preferred.
  • Familiarity with Specialty Patient Data and Sharepoint is helpful.
  • Bilingual English and French oral and written skill is highly desired.

For Current Gilead Employees and Contractors:

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