Customer Service Manager

JOB RESPONSIBILITIES:

• To build and maintain relationships with distributors and wholesalers and proceed with relative business correspondence being in line with Supply Chain objectives, procedures and corporate strategy.
• To proceed with order taking and invoicing by performing coordination of customers’ regular and tender purchase orders (POs) and payments in cooperation with Finance & Trade Dept, to formalize the POs into relevant sales orders (SOs) & documents according to the local procedures that are in place.
• To process in CEP SAP, EDI and internal SCh tools for the sales administration including the master data maintenance, extracts and analytical reports preparation, ITS tickets handling for the system upgrade and gaps settlements.
• To track and follow-up the picking, handling and products withdrawals or deliveries against processed SOs together with Warehouse division.
• To follow-up the affiliate price-lists provided by Accountancy, to prepare the relevant POs forms for the customers.
• To review  regularly  the products remaining ShL and work-out the scenarios for potential slow-movers, write-offs and compensations in the frame of SCh strategy and best practices.
• To perform the proper management for the customers’ Orders, Claims, Returns & Compensations related to logistics or commercial needs.
• To proceed with Credit Notes & Debit Notes formalization observing the group standards & local rules.
• To report on Sales TO, Returns, OTIF and the Fill Rate within frame of established SCh procedures & tools.
• To follow-up the processes and documents for the Quality Control & Release steps, including the maintenance of the incoming Certificates of Quality, their translations and handling over to Logistics & Warehousing staff, to monitor the Quality Release tool.
• To monitor & consolidate customers’ inventories & in-market distribution reports according to locally implemented procedures and rules and required by Global SISO policy, to handle customers’ forecasts for exclusive products portfolio.
• To conduct the annual inventory count at wholesalers’ sites as required by Global policy.
• To ensure regular exchange of information with Logistics and Warehouse divisions of Supply Chain department and provide the required level of back-up support.
• To drive sales administration for continual improvement in terms of customer service quality, safety, cost-efficiency, customer satisfaction and technical resources reducing returns/destructions.
• To monitor changes in legislation and normative documents in in-house & foreign-economic activity and pharmaceutical business (periodicals, internet, etc.)

REQUIREMENTS:

Education: Master degree with specialization in economy, logistics and/or mathematics as an advantage

Experience, knowledge, competencies & skills:

• Minimum 1 year of customers service management, logistics, sales administration and/or customer service experience ideally in pharma or FMCG.
• Knowledge in foreign trade and domestic economy, logistics and order taking techniques, data analysis and statistics management, sales forecast monitoring and follow up
• Experience and values building long-term relationships with customers
• PC literacy (SAP/R3, BW module, OS, MS Office (expert in Excel), MS Outlook)
• English - Upper Intermediate level, both written and spoken

Core competencies /skills: 

• Communication and presentation skills
• Customer focused, tactful & patient communicator,
• Calm & determined under pressure,
• Possess strong planning, organizing and decision-making abilities
• Creativity and innovation,
• Time-management
• Leadership and mentorship qualities

COMPANY OFFERS:

• Professional and career growth opportunities;
• Competitive remuneration and social package;
• Work and development in highly professional team.