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Customer Account Analyst at Yoh

Posted in Other 30+ days ago.

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Type: Full Time
Location: Summit, New Jersey

Job Description:

CUSTOMER ACCOUNT ANALYST needed for a LONG-TERM CONTRACT opportunity with Yoh's client located in SUMMIT, NEW JERSEY.


* Pharmaceutical industry experience

* Customer service experience

* SAP proficiency

* Advanced Excel skills

* Analytical skills


* Review and assess contracts to ensure that they can be operationalized effectively.

* Work directly with the Sales Team to resolve any issues pertaining to fulfilling customer requests.

* Confirm all pricing in an SAP system to ensure accuracy to contracts for over 90 accounts.

* Correctly answer customer questions regarding invoices and reissue inaccurate invoices if required.

* Quality check all orders entered for their select group of accounts; analyzing billing, shipping, and quantity prior to orders being shipped out.

* Identify all EDI IDOC issues on incoming orders or customer accounts and work with the customer and IT to resolve in a timely manner.

* Release all approved orders to the warehouse for shipment to customers.

* Guarantee that all released orders for their assigned account list ship out, accurately, on-time, and within the approved allocation window.

* Perform routine reports and analysis on customer's delivery requirements and financial situations, including ensuring adequate credit lines and inventory levels to avoid shipment delays.

* Process any escalated Customer Incident or Discrepancy reports and track the number of doses lost to clinical or logistical errors.

* Handle any specialized reporting (monthly invoice summaries, daily tracking reports) that the customer or sales team requests.

* Report any potential technical complaints filed by customers to a regulatory group within 24 hours of receiving the customer's notice. Work with regulatory to answer any follow-up questions

* Communicate daily with assigned NSLs to report any issues or delays that arise on their accounts, and assist in problem solving the situation.

* Responsible for the detailed analysis, tracking and approval of customers returns, matching right of returns to quantities actually returned by customers.

* Maintain records of all account information, ordering habits, primary contacts, and special shipping rules for each of their customers.

* Run and track compliance reporting to ensure that all associates in the department are being held to the company's standards and policies.


* High School diploma; Continuing education and/or Bachelors of Science or Administration degree preferred, with emphasis in Business or related field

* Minimum 2 years of experience in the pharmaceutical industry or a regulated industry

* Previous experience in the pharmaceutical customer service industry,

* High level of experience with Microsoft Excel and SAP 6.0 or later.

* Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting.

* Able to effectively document new procedures to be added to training materials.

* EDI ordering/account maintenance is required.

* Must have excellent communication skills and strict attention to detail.

* Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve the problems.

* Ability to work with cross-functional teams (Finance, Sales and Distribution, QA, IT and senior managers).

* Travel: Limited (