Customer Service Excellence Manager

In a nutshell

Position : Customer Service Excellence Manager

Location : Madrid, Hibrid

Want to know more?

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?