Customer Validation & Master Data Representative

Job Title:

Customer Validation & Master Data Representative Duration: 12 Months Work Type:
Hybrid Overview:

Tek Wissen is a global workforce management provider throughout the UK, Europe and many other countries in the world. The below client is an American multinational pharmaceutical and biotechnology corporation.

• This is a critical role within the Customer Account and Supply Management team, a part of the Global Supply Chain (GSC).
• The GSC platform partners and collaborates with both internal and external stakeholders in order to keep abreast of the ever-changing healthcare environment.
• This exciting role will be working with the Customer Account & Supply Management Manager to continually adapt and evolve approaches to ensure that our medicines reach patients when and where they need them
• Colleagues in this role provide customer account management to approximately 21,000 customers, including account validation management (“customer qualification”), customer master data maintenance in SAP, and excellence in the associated customer service activities for client’s Direct-To-Pharmacy (DTP) and Direct Account medicines supply chains.
• Working with key stakeholders, they ensure that our policies and processes are compliantly implemented in line with relevant guidance and legislation.
• They act as subject matter experts, advising the organisation on how our Customer Validation & Master Data activities can be aligned to the constantly evolving external environment, hence helping to ensure that our medicines are accessible to the healthcare professionals and patients who need them.
• Taking a proactively flexible approach to workload planning and prioritisation, they provide a first-class service to both external customers and internal stakeholders.
• Some travel to the Walton Oaks site and other offsite venues may be needed for training or full engagement with colleagues in our commercial business units

• In line with SOPs, use daily updates from service partners to identify new account requests and updates to existing accounts.
• Validate these requests and then make appropriate changes to customer account records in our SAP ERP system.
• Liaise with customers when requiring additional information regarding their account and trading.
• Performance Measures - Most updates processed by the next working day after notification of requests from service partners.
• Some updates may exceptionally take longer, dependent on the volume and complexity involved.
• Resolve both internal and external queries about customers’ account master data, working with service partners and colleagues in the Sales Order Management and Customer Excellence team as required.
• Keep records of incoming customer queries / ad hoc requests.
• Take the initiative in working towards prompt and compliant resolution, with the aim of achieving and enhancing customer satisfaction.

• Most queries answered by the next working day.
• Some may exceptionally take longer, dependent on the volume and complexity involved. Feedback from manager, customers and stakeholders.
• In line with SOPs, complete periodic revalidations of segments of our customer base.
• Complete any updates that are needed.
• Performance Measures - Revalidations completed in line with time frames specified in SOPs.
• Validation and Tracking of Customers’ Required Licenses/Authorisations
• In accordance with SOPs, complete periodic checks to ensure that client does not supply product to non-registered/licensed premises.
• Performance Measures
• Monthly report to manager for audit purposes.
• Feedback from monthly audit checks.
• Liaise with customers regarding their registration details and take appropriate actions if register updates become overdue.
• Ensure compliance with Good Distribution Practice (GDP) regulations, to maintain the quality of the products and integrity of the distribution chain.

• Resolve system issues through monitoring the daily progression of account data between client and Alliance Healthcare, escalating issues where necessary.
• Manage Interfaces, identify and correct errors the same day.

• Prompt…