Customer Service Excellence Manager

Overview Position : Customer Service Excellence Manager

Location : Madrid, Hybrid

mAbxience is a global biopharmaceutical company committed to innovation and excellence in the development and manufacturing of biotechnological medicines. We operate with a strong focus on quality, regulatory compliance, and scientific rigor to improve patient outcomes worldwide.

Reporting to the Global Supply Chain Manager, the Customer Service Excellence Manager is responsible for Demand Management, Customer Service Supply Chain, and Sales Support. This role is key to driving customer excellence, strengthening partnerships with our clients, and enhancing service satisfaction to meet both customer expectations and business objectives. The manager will collaborate closely with cross-functional teams to continuously improve operational performance and ensure that customers receive full supply chain support and service at optimal cost—contributing to the overall success of mAbxience’s Global Supply Chain.

What are we looking for? Customer Key accounts 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.

What do you need? Education : Master’s degree in supply chain or supply chain related functions.

Languages : Very good English (oral and written) is a must, Spanish is a strong asset, and any other language is a plus.

Experience (years / area) : More than 5 years supply planning and NPL (New Product Launch) experience gained in pharmaceutical FDF company. Solid experience in shipment planning and execution. Initial experience in IBP and customer contract negotiations.

Very 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 a plus.

Ability to structure complex topics with confidence and a strong results-oriented mindset.

Comfortable working in culturally diverse environments.

Motivated to work in a startup-like environment, balancing operational tasks with strategic responsibilities.

Hands-on approach with the ability to stay focused in dynamic, fast-changing settings.

Excellent influencing skills across the Supply Chain, cross-functional teams, and with external customers.

Benefits Flexible start time from Monday to Friday (full-time).

Permanent contract.

Life and accident insurance.

Ticket restaurant

Benefits and Savings Club.

Development plans, internal mobility policy.

What will the Selection process be like? Stay tuned to your phone and email! The first thing we will likely do is contact you through one of the two channels.

Prepare well! We will continue with an in-person / virtual interview depending on availability and what we agree upon; there may be one or two interviews in the process, and depending on the type of process, there may also be some kind of test.

Wait for the result! We care that you feel guided throughout each selection process and know what to expect from us, so we will always try to inform you of the status of the process.

Do you think this offer is not for you?

Follow us on social media like LinkedIn / Instagram and stay tuned for any offers we may release; the opportunity to be a new Insuder is waiting!

#mAbxience #customerservice #BiotechCareers

COMMITMENT TO EQUAL OPPORTUNITIES

mAbxience is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of gender, ethnicity, religion, sexual orientation, disability, or any other characteristic.

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