Customer Service Manager - English Speaker

Customer Service Excellence Manager

Location : Madrid, Hibrid

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.

Customer Key accounts management and main point of contact.

• 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. (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.) 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.
• 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 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)

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

~&##Permanent contract.

~&##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.