Position Summary:

The Multi-Channel Analyst Team Lead is responsible for supporting specific client field sales forces as well as Multi-Channel programs. This individual is responsible for performing sample reconciliations according to the client cycle and monitoring any exceptions. The Multi-Channel Analyst Team Lead has direct reports and carries out supervisory responsibilities and will be involved with interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

The Multi-Channel Analyst role requires superior communication skills, both written and verbal, as well as an attentiveness to detail. This individual must have supervisory/management experience to supervise, coach and motivate direct reports, needs to be well organized and able to work independently or in a team-oriented environment.

Duties and Responsibilities:

  •  Monitor and analyze internal dashboards, reports and data to ensure regulatory compliance for Rep initiated and Non Personal Promotional programs.
  • Provide client with project status, participate and take active role in client status meetings and conference calls.
  • Generate reports specific in the support of Multi-Channel programs.
  • Initiate the termination process and act as a liaison between all parties seeing the termination to completion.
  • Assist in the generation of operational reports and other reports for internal review and client visibility (including assistance with reporting for client Quarterly Business Reviews).
  • Identify client field representatives who are out of compliance with client designated acceptable threshold levels.
  • Work directly with other branches of the process via phone and email for problem mitigation, which may include internal teams, client sales operations, logistics and 3rd party vendors.
  • Monitor and execute a follow up process for rejected transactions.  Monitor client field representatives’ responses to rejected forms and initiate contact with client field representatives to bring closure to outstanding documentation.
  • Ensure sample transaction paperwork is accurate and errors are corrected and assist with sample related documentation.
  • Compile reports detailing the reconciliation progress and status, assists field representatives with reconciliation process as needed.
  • PDMA compliance activity - generating and processing reconciliation reports, signature audit letters and acknowledge of product letters.
  • Ensure that staff and field representatives comply with PDMA regulations.
  • Provide guidance on customer service and help desk process/standards.
  • Supervise a team of Sample Accountability Coordinators and Analysts, mentor and coach staff for improved performance.
  • Oversee all client files of the respective field representatives as outlined by client specifications.
  • Respond to client specific mail, email and “hotlines”.
  • Daily interaction via phone, email, fax with client contacts, internal, external stakeholders and field staff.
  • Attend sales and client meetings with occasional overnight travel (frequency varies by client)
  • Perform other department duties and responsibilities as may be required.


  • Associate’s Degree or equivalent experience required, Bachelor’s Degree preferred.
  • 3-5 years’ experience in a business/office environment, pharmaceutical FDA/DEA regulated environment preferred.
  • Experience with FDA/ PDMA required.
  • Sample Accountability/Management and/or PDMA knowledge and experience required.
  • A minimum of two years’ reconciliation process experience required, general accounting experience/knowledge a plus.
  • Experience using Microsoft Office with proficiency in Word, Excel and Outlook, PowerPoint a plus.
  • Experience working in a call center and/or customer service environment preferred.
  • Supervisory/management experience required.
  • Client facing experience strongly preferred.

Knowledge, Skills and Abilities:

  • Strong verbal and written communications skills
  • Strong interpersonal and presentation skills to clients and internal audiences
  • Ability to independently solve client issues, moderate conflicts of various complexity and escalate complex issues to senior management
  • Ability to handle multiple tasks simultaneously
  • Ability to lead, coach and motivate direct reports, strong teamwork and collaboration skills
  • Ability to deal with frequent change, delays or unexpected events and capability to adapt to changes in the work environment and manage competing demands
  • Ability to multitask and prioritize; must be highly organized
  • Ability to work under pressure and within tight deadlines
  • Strong follow-through on projects and daily responsibilities
  • Excellent time management skills to plan work activities and use time efficiently
  • Ability to adapt to and deal with frequent change in business environment, delays or unexpected events
  • Reliable attendance and punctuality
  • Problem solving abilities

Application: Submit your resume and salary requirements to