Trade Operations Associate

Customer Operations SpecialistThe Customer Operations Specialist serves as a strategic, customer-facing operations resource supporting customers, internal stakeholders, and cross-functional teams. This role focuses on end-to-end order-to-cash activities, timely resolution of customer escalations, operational issue resolution, and consistent service delivery across trade-related business segments. The associate acts as a trusted business partner by proactively identifying risks, resolving operational challenges, improving processes, and driving exceptional customer experiences in a fast-paced environment.ResponsibilitiesSupport end-to-end order management for customers, distributors, wholesalers, hospitals, and internal business partners.Deliver a best-in-class customer experience through proactive communication, timely issue resolution, and strong customer advocacy.Respond to a high volume of inbound and outbound customer and consumer interactions via phone and email, addressing product, order, and service-related inquiries while meeting established service level agreements.Support customer escalations and coordinate resolution efforts with functions such as Supply Chain, Sales, Finance, Quality, and Logistics.Develop and maintain strong relationships with internal and external stakeholders to drive customer satisfaction and operational excellence.Ensure accurate and timely execution of all order-to-cash activities from order placement through invoicing.Assist with invoice processing activities, including mailing invoices and providing invoice copies upon request.Support KPI tracking and operational reporting related to Trade Operations, order management, and trade performance.Evaluate operational processes and recommend improvements that increase efficiency, reduce cycle times, and enhance customer outcomes.Participate in cross-functional projects designed to improve service, compliance, and overall operational effectiveness.Maintain data integrity across SAP and other business systems to support accurate reporting and decision-making.Use business insights and data to support decision-making and customer communication.Ensure adherence to company policies, standard operating procedures, regulatory requirements, and quality standards.Maintain compliance with pharmaceutical industry requirements and respond to customer documentation requests.Support audit preparations and documentation reviews as needed to ensure ongoing compliance.Essential Skills3 to 5+ years of experience in Order to Cash, Finance, Business Analytics, Customer Operations, Trade Operations, Customer Service, Supply Chain, Order Management, or related business functions.Proven experience supporting business-to-business customers, preferably in a regulated industry.Proficiency in Microsoft Excel, including functions such as VLOOKUP and pivot tables, as well as strong skills in Outlook, Word, and PowerPoint.Experience utilizing SAP or comparable large ERP systems.Strong customer service skills with polished phone etiquette and customer-facing experience.Demonstrated ability to organize, multi-task, prioritize, and manage time effectively while working with minimal supervision.Ability to operate effectively in a fast-paced environment and handle a high volume of customer interactions.Additional Skills & QualificationsBachelor's degree is preferred, or an equivalent combination of education and experience.Experience in pharmaceutical, healthcare, medical device, or distribution industries.Experience working in a leading global or highly regulated organization.Familiarity with trade operations, customer documentation requirements, and compliance expectations in regulated environments.Strong analytical skills and the ability to interpret data to support operational decisions.Experience contributing to process improvement initiatives and cross-functional projects.Comfort working in a contract-to-hire arrangement, with interest in longer-term opportunities.Work EnvironmentThis role is based onsite Monday through Thursday from approximately 8:00 a.m. to 4:30 p.m., with some flexibility in hours as needed. You will work within a leading global pharmaceutical environment that focuses on manufacturing high-quality generic medicines and making them accessible to people who need them. The position involves frequent use of large ERP systems such as SAP and daily use of Microsoft Office tools, particularly Excel, Outlook, Word, and PowerPoint. The work setting is fast-paced and highly collaborative, with regular interaction across functions such as Supply Chain, Sales, Finance, Quality, and Logistics. The environment emphasizes compliance, quality, and adherence to regulatory standards, and supports a culture of continuous improvement and operational excellence.