The opportunity
As a part of the world class Customer Operations Department, Director of Commercial Trade Operations is responsible for the leadership of the Trade Customer Support Team, including Teva’s Gx, Brand and BioSimilar customers, as well as MTO, Private Label, Government and Export business. The incumbent is responsible for collaborating with upper management and others within the Customer Operations department to set high-level direction for customers in order to achieve corresponding support/service objectives; and driving the implementation of operational improvements internally and with key customers.
The incumbent is responsible for cultivating and maintaining favorable contacts with assigned key accounts at all levels of the of the customer’s organization and supporting Sales during meetings with senior level customer contacts. This person will also be required to set and oversee the account assignments, set and deliver on service metrics for performance, address and support systemic improvements and changes. A key element of this role is to support the growth and development of team members, as aligned with Teva’s leadership framework and values, and team members’ goals and aspirations.
How you’ll spend your day
The position will be the primary implementer and leader for our Customer Support Department, with responsibility for leadership of the Trade Customer Support Team as well as creating collaborative relationships with other functional department heads.
Overseeing order to cash, including daily order management, scheduled and ad-hoc reporting on customer orders and order fulfillment; order issue resolution; reconciliation / root cause analysis of missed delivery dates.
Utilize expertise in systems to act as SAP Subject Matter Expert for Order Management and other relevant SAP functions.
Developing and implementing metrics and trend analysis to ensure Trade team Customer Service goals are achieved, as well as ensuring initiatives to support a sales and customer centric culture are implemented.
Foster growth mindset within the trade team, based on business goal achievement and instilling sense of ownership within team members.
Creating an environment where team members are empowered and guided to successfully address issues with an appropriate level of intervention.
Coaching and developing employees to accelerate performance and realize their potential.
Lead sales/marketing efforts in order management compliance with respect to REMS, State Licensing / VAWD Accreditation, SOX, DSCSA.
Oversee and provide guidance with respect to new Private Label business deals, and other unique business opportunities.
Lead Customer Operations special projects as assigned.
Responsible for providing tactical direction in order to achieve all corporate financial goals, including activities at year and quarter end.
Follows Teva Safety, Health, and Environmental policies and procedures.
