Manager Customer Service & Operations

• Main Responsibilities
• Lead the Region – Customer Service & Operation process to drive business growth for all GBUs, Channels,
• Manage the Order-to-Cash cycle, Customer Engagement and Projects,
• Enhance the process maturity on Performance, Tools & Relationship,
• Ensure compliance to Trade Strategy, Country Regulation, Group mandatory controls and Patient / Customer Centric approach

Operation & Compliance

• Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group (cut off, tariff, sales terms and conditions)
• Set out and follow the performance objectives through the dashboards (customers’ service, cost to serve).
• Ensure the execution of the credit policy defined with the Financial and Controlling Director
• Ensure the sharing and reliability of information related to Customer within the organization (Demand Planning, Physical distribution, Sales, Controlling)
• Ensure compliance to Demand-To-Cash mandatory controls

Customer Engagement

• Ensure the alignment of the catalogue and product information between the GBU & Customer.
• Ensure that the processes (supply, returns etc) are aligned between the customer & GBU and define a dashboard with the shared indicators.
• Identify the risks of shortages and limit its impacts, Coordinate the information sharing on cruising products, promotions and launches between the sales team and the customer.
• Animate regular supply chain meetings with the Customer.
• Follow the stock in trade and propose actions for optimization.

Performance & Projects

• Monitor supply chain performance and drive improvement projects (Performance, Tools & Relationship)
• Develop the collaboration with our customers (data exchanges, shared KPIs, flows optimization, cost follow-up, OSA, stock in trade, B to B portal etc.)
• Implement global, local “customer care” best practices
• Experience: Minimum 5 to 7+ years in customer service and logistics in Pharma industry
• Soft skills: Team player, strong interpersonal and stakeholder engagement skills
• Technical skills: Analytical & Problem solving, Process, Systems and tools exposure, Project management with hands-on experience of SAP and Excel.
• Education: Graduate (Commerce / Science / Engineering)
• Languages: Fluency in written & spoken English & Hindi