Customer Service Operations Analyst

Role: The Customer Service Operations Analyst supports the Global Hospital & Biosimilars (GH&B) Customer Service organization by providing operational, coaching, and analytical expertise to enhance service delivery and process consistency. Main objectives include reinforcing policies in real-time, driving continuous improvement, and enabling proactive issue resolution. Responsibilities involve frontline coaching, monitoring real-time operational data, identifying root causes of recurring issues, supporting SAP system enhancements, and partnering cross-functionally with teams such as Supply Chain, Digital/IT, and Quality. The role also champions AI initiatives to improve efficiency and insights, manages quality monitoring, and supports customer inquiries and financial adjustments. Qualifications: High school diploma with 6+ years, associate’s with 4+ years, BA/BS with 2+ years, or higher degrees with relevant experience; strong knowledge of Order-to-Cash processes, SAP, and customer support workflows; proven analytical and coaching skills; experience with operational reporting tools like Business Objects, SAP Fiori, and SAP C4C. Preferred qualifications include advanced problem-solving, stakeholder relationship building, and experience with AI tools like generative technologies. The position involves hybrid work, with no routine non-standard hours but may require support during operational disruptions. It targets professionals with significant experience in high-volume customer service environments within biopharma, particularly those familiar with biologics or biosimilars, and emphasizes cross-functional collaboration, continuous improvement, and technical acumen.