Specialist, Customer Operations

$36.98/hr

When we put unexpected teams in the same room, we unleash Product thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That s why we work, on average, a minimum of three days per week from the office. But that doesn t mean we re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Job Title: Data Management Specialist
Job Location: New Haven, CT

Specialist, Customer Operations
Location: New Haven, CT

Position Summary
The Data Management Specialist supports Supply Chain operations for products with Risk Evaluation and Mitigation Strategy (REMS) requirements. The role focuses on data matching and validation across systems, coordinating with facilities and suppliers to resolve data errors, executing tests for master data changes, and supporting Customer Operations with compliant order processing.
The contractor will, as required, review orders for program compliance, ensure shipments align with distribution models and applicable REMS controls, onboard and maintain customer accounts, and produce/interpret operational reports. The ideal candidate is proactive, analytical, hands-on, comfortable with large datasets, proficient in Excel, and SAP, and can drive timely issue resolution.

Main Responsibilities

• Data Validation and Matching: Validate and reconcile data across multiple systems; perform manual matching to ensure accuracy and completeness.
• Issue Resolution: Engage with facilities, suppliers, and internal teams to investigate discrepancies, correct data, and document resolutions.
• Master Data Testing: Execute test cases for master data improvements; log defects, retest fixes, and support cutover/validation activities.
• Order Compliance Review: Review customer orders for compliance with internal programs and verify shipments align with distribution models and REMS where applicable.
• Account Onboarding and Maintenance: Set up new accounts, perform monthly outreach, capture required updates, and provide timely support via phone and email.
• Order Management Support: Process sales orders, emergency orders, service requests, and advance exchange programs in line with SOPs, WIs, and GxP expectations.
• Reporting and Insights: Build and update recurring reports; use Excel/SAP data to highlight exceptions, trends, and actions.
• Documentation and Controls: Maintain accurate records, approvals, and audit trails; follow SOPs and work instructions.
• Continuous Improvement (Execution-Focused): Identify quick wins to reduce errors and cycle time; escalate systemic issues with clear evidence and recommendations.

Qualifications

• Experience: 3 5+ years in data management, supply chain, or order management; experience in regulated environments (GxP, REMS, or similar) preferred.
• Technical Skills: Advanced Excel (lookups, pivot tables), SAP user experience (master data, order processing, reporting), comfort with large datasets and reconciliations.
• Analytical Ability: Strong problem-solving and root cause analysis; able to interpret and produce operational reports and turn insights into actions.
• Process and Compliance: Familiarity with SOPs, WIs, and change control; high attention to detail and accuracy.
• Communication: Clear written and verbal communication; responsive stakeholder coordination with facilities, suppliers, and internal teams.
• Traits: Proactive, hands-on, results-oriented; reliable follow-through; thrives in a fast-paced, execution-heavy environment.

• Education:

Bachelor s degree in supply chain, Business, Data/Information Systems, or equivalent experience.

• Six sigma certifications preferred