Representative, Trade Operations

Select how often (in days) to receive an alert:

Description:

Location: Berkeley Heights NJ

Job Type: Full-Time

About Us:

As a developer, manufacturer, and supplier of essential medicines, Hikma Pharmaceuticals USA Inc. and its affiliates’ purpose is to put better health within reach, every day for millions of patients around the world. We are a trusted, reliable partner and dependable source of over 760 high-quality generic, specialty and branded pharmaceutical products that hospitals, physicians and pharmacists need to treat their patients across North America, the Middle East, North Africa and Europe.

Through our global footprint of 30+ manufacturing plants, 8+ R&D centers, and 9,000+ empowered employees, we are committed to making high-quality medicines accessible to the people who need them.

Description:

We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds. We are seeking a talented and motivated Representative, Trade Operations to join our team.

The Representative, Trade Operations (RTO) serves as a critical liaison between customers, Sales, Supply Chain, Pricing, Distribution, and other key business partners to ensure exceptional customer experiences and seamless order-to-cash execution. This role is responsible for managing customer accounts, sales order operations, and customer-facing activities while proactively identifying opportunities to improve service levels, operational efficiencies, and business performance.

The ideal candidate is a highly customer-focused professional who demonstrates strong ownership, problem-solving capabilities, and a commitment to operational excellence. This individual will provide day-to-day support to leadership, contribute to strategic initiatives, and play an integral role in fostering a culture of accountability, collaboration, and customer success.

Responsibilities :

Customer Experience & Account Management

• Serve as a trusted point of contact for assigned customers, delivering exceptional service and timely resolution of inquiries and issues.
• Develop and maintain strong relationships with internal and external stakeholders to support customer satisfaction and business objectives.
• Manage key customer accounts by monitoring order activity, supply performance, inventory availability, and service metrics.
• Proactively communicate order status, supply constraints, shipment updates, and issue resolutions to customers and internal partners.
• Champion a customer-first mindset by identifying opportunities to enhance customer experience and improve service outcomes.
• Escalate and resolve complex customer concerns while maintaining a high level of professionalism and urgency.
• Respond to a high volume of inbound and outbound customer and consumer interactions through phone and email channels, addressing product, order, and service-related inquiries while maintaining established service level agreements (SLAs).

Order Management & Operational Excellence

• Manage end-to-end order processing activities, including EDI and manual sales order entry, validation, fulfillment, and issue resolution.
• Monitor the order lifecycle to ensure timely and accurate execution while minimizing disruptions to customers.
• Collaborate with Supply Chain, Planning, Distribution, Warehouse, and Transportation partners to address product availability challenges.
• Support alternative product recommendations, short-dated inventory strategies, one-time buy opportunities, and other solutions that optimize customer service levels.
• Ensure compliance with company policies, Standard Operating Procedures (SOPs), customer requirements, and regulatory guidelines.
• Support special order requests, including samples, drop shipments, international transactions, and other customer-specific requirements.

Leadership & Business Support

• Provide operational and analytical support to Trade Operations leadership and cross-functional business teams.
• Assist management with customer reviews, performance reporting, operational metrics, and business improvement initiatives.
• Identify trends, risks, customer concerns, and process improvement…