Customer Service Manager - Pharma

Position: Customer Service Manager

Our Client is experiencing significant growth in all Regions. This has opened up an exciting opportunity .The position will be based in Gurgaon, and responsible to provide services to maximize company sales and growth.

Our Client provide a unique combination of scientific, technological and global market expertise, delivering high-quality capsules and services at every step of the dosage form development process.

Industry: Reputed name in the Pharma field.

Job Expectations:

- To provide services to maximize company sales and growth.

- Make successful the order taking, the planning & order fulfillment process

- To monitor, supervise and motivate CSR team to ensure customer delight

- To bridge internal functions (Operations / Printing/QA) with Sales targets/objectives

- To establish a strong organization of CSR team

- Develop, train, motivate, and supervise the activities of the customer service team.

- Lead CSR groups working closely with BD, TSM, TSE to form a strong force for team-selling

- Assist Quality Assurance in timely resolution of customer complaints.

- Develops, implements, and maintains effective customer services management plans and procedures to assure sales objectives.

- Establishes performance standards of subordinates, appraise their performances, and recommend monetary merit increases in accordance with company guidelines.

- Develop a flow of information through BD, TSM and CSR customer interface.

- Other tasks assigned by Sales & Marketing Director.

Skills:

- Manager that represent /translate the needs of commercial team (TSM, TSE, BD) with internal organization

- Experience in handling / resolving customer complaints in coordination with QA

- Strong on IT : SAP, Word, Excel

- Willing to travel - about 15% of work time on an average

Personality:

- Proactive, self starter, leader

- Experience in managing people, people skills

- Detail oriented, analytical skills, ability to co ordinate

- Good English, communication skills

- Managing from a distance

- Interest / curiosity in other departments / functions

- Result oriented

- Service oriented - ‘like to please’ customer

- Age : Min 30 to 40

Nice to have:

- B2B Pharma experience

Team:

- Planner

- CSRs for products produced in India

- CSRs for products produced in other company locations, sold in India

Role Interlinkages:

Internal:

- Marketing, Sales & TSE

- Quality Assurance

- HR / Admn

- IT

- CSR, Sales, BD, TSE

- Global Sales & Marketing teams

External:

- Customers

Experience: 8 years – 10 years

Qualification: Any Graduation with master degree will be an advantage

- You like people management and know how to coach, drive, allocate resources, innovate and inspire a team.

- You are known for your excellent communication and influencing skills and operate effectively within a network based matrix environment.

- You thrive on challenges and enjoy working proactively Team consisting of highly technically competent colleagues.

Vasanthalaxmi
080-60660164