Sr. Operations Specialist - North Chicago, IL

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Job Description

Position Summary: 

We are looking for a highly motivated and analytical Senior Operations Specialist to serve as the primary owner for customer-facing distribution execution and outbound operations across key US distribution centers. 

This role will support the US Distribution Manager by leading day-to-day outbound execution across the distribution network, including delivery monitoring, open delivery review, delivery block resolution, delivery push requests, zero-pick investigations, warehouse cancellations, export coordination, LTL and partial shipment management, HVR/LVR management, VAS support, product complaint returns/OZ requests, outbound IDOC monitoring and resolution, distribution process optimization, logistics data analysis, and investigation of shipment delays, damages, discrepancies, and other operational inefficiencies. The Senior Operations Specialist will partner closely with distribution centers, Customer Service, Quality, BTS, Transportation, Trade Compliance, Planning, and other cross-functional stakeholders to drive timely issue resolution, improve operational flow, strengthen warehousing and delivery performance, and ensure service commitments are met for customers and patients. 

Working Hours: Monday, Thursday, and Friday: 9:00 a.m.–6:00 p.m.; Tuesday and Wednesday: 10:00 a.m.–7:00 p.m. 

 

Position Responsibilities: 

Own day-to-day outbound operational support across all US/PR distribution centers, ensuring consistent execution of order fulfillment, shipment readiness, dock activity, carrier handoffs, and issue escalation in alignment with service, compliance, and customer commitments. 

Perform daily delivery monitoring and open delivery reviews across the outbound network to identify aging deliveries, delayed pick/pack activity, blocked orders, shipment discrepancies, and other risks requiring cross-functional follow-up. 

Lead resolution of delivery blocks, delivery push requests, zero-pick investigations, and warehouse cancellations by identifying root cause, aligning owners, documenting actions, and driving timely closure with distribution centers, Customer Service, Planning, Quality, Transportation, and BTS as needed. 

Serve as a key operational escalation point for Customer Service by investigating order fulfillment issues, delivery status concerns, partial shipment impacts, cancellation requests, and urgent customer needs while ensuring clear communication of status, next steps, and ownership. 

Monitor and resolve outbound SAP IDOC issues by partnering with BTS, 3PL partners, and internal operations teams to troubleshoot failures, validate corrections, reduce recurring errors, and support accurate system-to-system transaction flow. 

Support Value Added Services operations by coordinating VAS readiness, execution timing, inventory availability, labeling or packaging requirements, exception management, and post-activity reconciliation to ensure compliant and on-time customer fulfillment. 

Support HVR/LVR processes by monitoring order/release activity, coordinating with distribution centers and cross-functional partners, resolving exceptions, and ensuring appropriate prioritization, documentation, and timely execution in support of customer and business requirements. 

Support product complaint return activity, including OZ requests, by coordinating return authorization needs, partnering with Customer Service, Quality, distribution centers, and transportation teams, tracking status through closure, and escalating delays or documentation gaps as needed. 

Optimize distribution processes: Analyzing and improving the efficiency and effectiveness of the physical movement of goods. 

Analyze data: Interpreting data related to warehousing and delivery performance. 

Identify and resolve distribution inefficiencies: Investigating and addressing issues such as delays, damages, or discrepancies in shipments.