I am currently partnered with a global pharmaceutical company who are looking for a Senior Customer Service Excellence Manager to work within the European Customer Service Team. The chosen candidate will have a really strong supply chain focus and likely the same in terms of background.
Key responsibilities:
- Diagnose current CS operations to identify gaps and improvement opportunity. Determine optimal activities to be delivered to reach desired future state. Lead projects to improve governance, compliance, processes and operations
- Review system deficiencies and recommend changes for improved performance
- Organize, coordinate and execute CS projects in detail while keeping the big picture in mind including understanding and managing interfaces with other projects
- Design and develop KPI, dashboards and reports that depict performance and drive increased visibility on efficiency and effectiveness of processes and operations
- Perform monitoring activities where needed
- Drive best practice sharing, operational excellence and alignment across central team, affiliates and other functions
- Develop and maintain SOPs and work instructions for new and/or improved processes
- Develop training material and assist with training where required
- Foster innovation, digitization and improved E2E SC visibility
- Ensure appropriate stakeholder management and communication around CS initiatives
- Act as ambassador of the CS department by embracing a high level of customer centricity and promoting ongoing initiatives
- Acts as Data Owner, ensuring the data can be used efficiently
Professional experience and personal skills:
- Degree in Business Administration, Operations Management, Supply Chain, Logistics or equivalent qualification
- Strong knowledge of Customer Service/Supply Chain Management best practices (ideally with related educational Background)
- Improvement, growth and digital mindset
- Project management
- Qualifications or strong affinity for new technologies such as digital solution, robotic, AI, etc. is a plus
- Communication and stakeholder management
- Influencing & coaching skills
- Strategic mindset
- Team player with self-motivated work ethic
- Fluent English language skills, German is advantageous
- Strong customer orientation
Benefits:
- Interesting and varied tasks in a future-oriented environment
- Attractive remuneration including company benefits
- Collegial working environment and open communication
- Work-life balance
- Career development
- Health and wellbeing support
If you are interested and think you have the relevant experience, please apply or get in touch directly with Alex Layng.
