Customer Service Excellence Manager
We are seeking a skilled Customer Service Excellence Manager to drive customer satisfaction and business objectives.
- This role is pivotal in driving customer excellence, strengthening partnerships with clients, and enhancing service satisfaction.
The successful candidate will be responsible for demand management, customer service supply chain, and sales support. They will collaborate closely with cross-functional teams to continuously improve operational performance and ensure customers receive full supply chain support and service at optimal cost.
Key account management and main point of contact.Design and implement a governance model with key partners.SC KPI definition and reporting.Single point of contact (sPoC) for internal and external customers / stakeholders, responsible for order management and demand control assuring supply on time.Management of overall demand planning and management. (Purchase Orders, Forecast, special requests).Cooperate with Business Development in Supply Agreement negotiation with customers.Coordinate with Supply Chain Manager critical issues (inability to meet critical customer orders, internal problems requiring action from other departments and immediate action, etc.), jointly assess the problem and channel information from planning (delays, technical problems, incidents, etc.) in order that such information reaches the appropriate stakeholder.Supervise that purchase orders of customers are received and entered the SAP system. Confirm delivery dates according to production planning.Monitoring customer order status anticipating solutions to any problem that may cause delays in delivery.Identify and anticipate potential customer needs : new presentations, etc.Requirements
Education : Master's degree in supply chain or related functions.Languages : Good English (oral and written) is required, Spanish is an asset, and any other language is beneficial.Experience (years / area) : More than 5 years' experience in supply planning and NPL gained in a pharmaceutical FDF company. Solid experience in shipment planning and execution. Initial experience in IBP and customer contract negotiations.Specific Knowledge : Good knowledge in Master Scheduling, Planning tools, and Supplier Relationship management. Proficiency level in SAP (APO, SD, MM) and MS Office (Excel, PowerPoint).Skills and competencies : Strong management and negotiation skills. Experience in implementing IT systems is beneficial. Ability to structure complex topics with confidence and a strong results-oriented mindset. Comfortable working in culturally diverse environments. Motivated to work in a fast-paced environment, balancing operational tasks with strategic responsibilities. Hands-on approach with the ability to stay focused in dynamic settings. Excellent influencing skills across the Supply Chain, cross-functional teams, and with external customers.Travels : around 5%We offer flexible working hours, permanent contracts, life insurance, ticket restaurant, benefits, and savings club, development plans, internal mobility policy, and many more benefits.
Selection Process
The selection process includes a phone call, an interview, possibly followed by a test. We care about your experience throughout each step and inform you of the status of the process.
