- Data Management
- ERP Systems
- CRM Software
As Mallinckrodt transforms into an innovation-driven specialty pharmaceutical company, we are focusing more
keenly on customer experience and digital engagement. This redefined role will play a central role in the overall
customer experience (CX) culture and the expansion and deployment of digital platforms ultimately leading to
better patient outcomes, quicker product adoption, and better customer insights. The main charter of this role is
to provide innovative patient-centric solutions relating to the order-to-cash business process. This person will
align order management capabilities and technologies with input from Commercial, New Product
Commercialization (NPC), Sales Operations, and Brand Teams. As Mallinckrodt commercializes new pioneering
therapies, the candidate will help create a differentiated end-to-end approach to enhancing the customer experience and striving for flawless execution.
Additionally, this position will analyze all aspects of order fulfillment operations, including cost performance,
service (pick-up and delivery) performance, and compliance to identify gaps and improvement opportunities. This
position will collaborate with internal stakeholders and vendors on continuous improvement programs and
facilitate best practice sharing. Using an analytical approach, the incumbent will develop new metrics to track
This role will be heavily involved in technology-related initiatives related to customer service such as ERP
projects and enhancements, CRM applications, self-service tools and mobile applications. This technology will
increase customer visibility to orders, deliveries, and other trade and product-related data.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Perform order management functions, maintain data in ERP system, generate performance reports and conduct analysis, maintain SOPs and work instructions, and support with ad-hoc project management
Serve and provide first-line customer and internal support
Manage Customer Service Operations inbox – shared inbox
Maintain working knowledge of company products, policies, and customer support procedures
Provide, interpret and present analyses and reports to internal and external business leaders
Perform product launch assessment, planning, development, and implementation
Enhance digital presence on public and internal websites and customer-facing portals
Perform customer journey mapping
Conduct customer segmentation analysis and solution tailoring
Increase departmental knowledge of customer experience management (CXM)
Maintain working knowledge of pharmaceutical distribution channels (full line wholesale, specialty, etc.)
Maintain relationships and stay abreast of commercial priorities and desired customer/product insights
Capture and translate customer interaction/feedback into actionable insights
Deploy performance management approach (e.g. root cause / reason code / corrective action) for continuous improvement.
Perform SOX controls and other audit/compliance related duties.
DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS:
Perform analysis and reporting, database management, develop an analytical framework, perform trend analysis, reporting, etc
Transact with multiple software packages including data download, analysis, reporting
Manage projects and lead teams on specific initiatives
Partner with other Functions (e.g. Commercial, Information Technology, Finance, Trade
Compliance, Quality, EHS) in order to execute the Order-to-Cash Process flawlessly. Participate in
site/business CAPA process. Demonstrate an ability to lead through influence and by working cross-functionally.
Maintain full compliance to Mallinckrodt policies and procedures
Other duties as assigned with or without accommodation
This role is an individual contributor and is located in Hazelwood, MO. Consideration will be given for candidates
in Bedminster, NJ. This role offers room for growth including oversight of a customer support team. Occasional
business travel (10%) to conferences and national sales meetings will be anticipated.
B.S. or B.A. degree in Business, Supply Chain or related field
5 or more years of experience or combination of work and educational equivalent within customer service and supply chain management
Experience in product launches
Previous experience working in a customer-facing capacity
Demonstrated skills with ERP and CRM applications
Proven track-record of exceeding customer commitments, self-motivated and detail-oriented
Previous experience in customer experience management (CXM)
Advanced working knowledge of ERP and CRM systems (SAP preferred)
Experience in pharmaceutical, medical device or life science industry
Knowledge of hospital central supply/material management/pharmacy and IDNs
Lean, Six Sigma, APICS or similar certifications
Strong data management and analysis skills
Demonstrated ability to take an idea from inception to implementation with adequate coaching and sponsorship.
Acts with integrity and honesty, able to handle ambiguity
Ability to build interpersonal relationships in a patient-focused, matrixed organization
Normal office conditions
The above statements are intended to describe the general nature and level of work being performed by
employees assigned to this classification. They are not intended to be construed as an exhaustive list of all
responsibilities, duties and skills required of employees assigned to this position.