We are seeking a seasoned and dynamic Customer Service Manager to join our Supply team, playing a pivotal role in cultivating exceptional relationships with our commercial clients.

This newly created position offers a unique opportunity for you to leverage your extensive experience to shape and enhance our customer relationship strategy.

As the strategic link between the supply team and our clients, you will ensure the on-time-in-full delivery of drug products. You will oversee all communications from our site, ensuring that crucial information is conveyed effectively and that long-term partnerships are nurtured.

In addition, you will collaborate closely with new clients during the pre-commercial phase, supporting their New Product Introduction projects and coordinating the supply team's activities to guarantee seamless integration.

This role also involves leading cross-functional improvement projects related to supply chain activities, driving efficiency and excellence across the board.

If you're passionate about client relations and ready to make an impact, we’d love to hear from you!

• • Bachelor’s degree required, preferably in related Science or Engineering
  • 10+ years’ supply chain experience, international environment, with good understanding of enterprise systems and ERPs.
  • 2 years’ experience in customer service and strong customer orientation
  • 2 years’ experience in cross functional project or program management.
  • People management experience - significantly advantageous.
  • Pharma / Biotech industry experience – OSD advantageous.
  • Fluent French and English

Knowledge / Skills / Abilities:

•  Known for exceptional relationship skills
• Excellent written and verbal communications skills
• Autonomous and comfortable to work beyond pre-defined processes and to actively contribute to defining new structures.
• Knowledge of both theoretical and practical aspects of project and change management, application of project management techniques and tools.
• Good strategic thinking, negotiation, problem-solving and decision-making skills
• Conscientious with impeccable organizational skills.
• Self-motivated with a proven track record of managing self and cross-functional projects to stretched timelines.
• Pro-active personality with an eye for anticipation and continuous improvement
• Knowledge and interpretation of cGMPs
• Demonstrated people management experience is an advantage.
• Working knowledge of SAP and PAS-X is an asset.
• Excellent team spirit.

 An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position.  Employees holding this position will be required to perform any other job-related duties as requested by Management.

• • Customer Relationship Management
    • Be the business point of contact for customers.
    • Represent the site in front of customers and contribute to its good reputation. Maintain a good relationship and partnership with customers.
    • Communicate performance results and actively participate in discussions, operational or strategic reviews as per agreed governance processes and frequencies.
    • Ensure customer concerns are communicated internally and actions are taken accordingly, or appropriate and timely answers are provided.
    • Follow-up on customer specific projects or changes internally, ensuring appropriate level of communication is provided to customer’s department representatives.

   

  • Customer Service
    • Responsible for converting Purchase Orders received from customers into Sales Orders in SAP system.
    • Ensure invoices are triggered on time, as per agreed schedule, project milestones and commitments or contractual clauses.
    • Track and monitor Revenue and revenue recognition for the site. Provide revenue estimates to senior management.
    • Participate in contracts reviews and quotations establishment.
    • Can act as the backup of the Supply Department Head

   

  • Manage and lead projects
    • Ensure project scope, goals and deliverables are well defined and understood by the team and stakeholders.
    • Lead project team meetings and ensure that meeting agendas and minutes are clear and issued in a timely manner.
    • Set and continually manage project expectations and communication with team members and other stakeholders, including projects’ sponsors.
    • Develop project plans and timelines with input from all required departments / streams.
    • Schedule, track project milestones and deliverables using appropriate tools.
    • Establish clear objectives and timelines for the team, monitor and track performance, provide regular feedback.
    • Coordinate activity within the project teams and ensure tasks are realized on time, to satisfaction and that the workload is balanced.
    • Identify and manage project dependencies and critical path.
    • Anticipate project challenges and risks. Prepare, lead, and execute proactive mitigation strategies to ensure optimal results.
    • Proactively manage changes in project scope, identify potential crises and devise contingency plans.
    • Identify and resolve issues and conflicts with / within the project team.
    • Ensure that communication between teams, functional management and senior management are handled in a an efficient, effective, and timely fashion.
    • Contribute to a trustful and good working atmosphere and develop a saine team spirit within project teams and with partners.

   

  • Projects and continuous improvement
    • Represent the supply team in New Product Introduction or process improvements.
    • Challenge status quo and pro-actively propose continuous improvements.
    • Ensure that assigned deliverables and tasks are executed timely and as expected.
    • Establish good connections with other team members and drive open discussions to clarify requirements and translate them into clear objectives and sound processes.