Manager Customer Service & Operations
Mumbai, India Permanent Date posted Oct. 29, 2024- 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
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