Representative, Trade Operations at Hikma Pharmaceuticals in Berkeley Heights, New Jersey, United States

Job description

• Location: Berkeley Heights NJ
• Job Type: Full-Time
• 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.
• 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 opportunities and provide actionable recommendations.
• Support departmental projects and strategic initiatives focused on service excellence, process optimization, and business growth.
• Contribute to the development of best practices and continuous improvement efforts across the Commercial Operations organization.
• Participate in customer business reviews and cross-functional meetings to support organizational goals.
• Analytics & Performance Management
• Monitor and analyze customer performance metrics , service levels, fill rates, order trends, and operational KPIs (e.g., Customer Scorecards).
• Observe inventory positions, Case Quantity Compliance initiatives, collaborate on Days-On-hand (DOH), and customer stocking levels to ensure product availability across distribution channels.
• Utilize data and reporting tools to identify opportunities for improving customer satisfaction and operational performance.
• Assist with root cause analysis and corrective action planning to address recurring customer or operational issues.
• Support reporting requirements for management and key business stakeholders.
• Execute Controlled Substance Class II-V order management activities, including monitoring, processing, tracking, and documentation requirements.
• Support DEA Form 222 compliance requirements and related order processes.
• Facilitate customer requests for documentation, including Certificates of Analysis (COA), Certificates of Insurance (COI), Safety Data Sheets (SDS), Product Information (PI), and related materials.
• Maintain compliance with all applicable regulatory, quality, and company standards.

Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:
• Bachelor's degree in Business, Supply Chain, Operations, Logistics, or a related discipline preferred.
• Minimum of 2-4 years of experience in Trade Operations, Customer Operations, Customer Service, Order Management, Supply Chain, or related business functions.
• Experience supporting business-to-business (B2B) customers in a fast-paced environment preferred.
• Experience with SAP or other ERP systems strongly preferred.
• Intermediate to advanced proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Outlook.
• Experience working with EDI transactions and ERP order management systems preferred.
• Customer-Centric Mindset
• Effective Communication and Relationship Building
• Strategic Thinking and Problem Solving
• Accountability and Ownership
• Adaptability and Continuous Improvement
• Planning, Prioritization, and Organizational Skills
• Collaboration and Cross-Functional Teamwork
• Results-Oriented Execution
• Up to 5% as business needs require.
• Position is onsite (Monday-Thursday)

Skills

Required

• Customer-Centric Mindset
• Strategic Thinking and Problem Solving
• Accountability and Ownership
• Adaptability and Continuous Improvement
• Results-Oriented Execution

Benefits

• Annual performance bonus, commission, and share potential
• Auto enrollment in a Hikma-sponsored 401(k) program at a pre-tax contribution rate of 4% of eligible pay. Hikma will match 100% of the first 6% of eligible pay that you contribute
• A generous paid time off (PTO) bank starting with 20 days (prorated based on hire date). Additional days granted upon reaching work milestone anniversaries
• 3 personal days (prorated based on hire date)
• 11 company paid holidays
• Comprehensive benefits including health, dental, vision, mental health, disability, life insurance, prescription drug coverage, and a variety of voluntary benefits
• Employee discount program
• Wellbeing rewards program
• Safety and Quality is a top organizational priority
• Career advancement and growth opportunities
• Tuition reimbursement
• Paid maternity and parental leave
• *Eligibility requirements apply to some benefits and depend on the job classification, role, and length of employment. Benefits are subject to change as well as specific plan or program terms.
• Base Salary: $60,000.00 - $85,000.00 annually. The compensation for this position will be determined during the interview process and will vary based on multiple factors, including, but not limited to, work location, prior experience and job-related knowledge, relevant skills and expertise, current business needs, and market factors. The Talent Acquisition team can provide more details about the specific salary range for the job location during the hiring process.