Manager - Customer Service - Life Sciences Business

Customer Service Manager

PURPOSE STATEMENT:

This is a team leader role responsible for managing the customer services function associated with Life Sciences business in India and neighboring countries. The incumbent will oversee customer service operations and direct the planning and implementation of integrated customer service processes to execute customer orders, provide timely and high-quality responses to customer issues, and retain and grow client sales.

PRINCIPAL ACCOUNTABILITIES :

- Drive a compliant, sustainable and efficient quote to cash process to support business.

- Plan and manage customer service resource allocation (e.g., people, technology) to effectively support the execution of account plans from the customer service perspective.

- Instill a high standard of customer service within the team and ensures accountability from the team for the achievement of account plan goals.

- Manage relationships with procurement, supply chain and other peer groups within channel partners- organizations, key accounts and direct customers in relation to timely order fulfilment.

- Lead process optimization and leverage technology to deliver business growth and customer satisfaction.

- Work closely with sales, supply chain and finance for seamless operations and present - one voice- to customers.

- Serve as a liaison between the customer and client Sales, Manufacturing, Legal, and Procurement functions to execute the terms and conditions of agreements and resolve escalated issues / complaints.

- Manage third party shippers and comply with international terms of trade to ensure seamless order delivery.

- Aggregate and communicate customer volume orders to Manufacturing, Channel, Management, and Account Management as input to short-term forecasts.

- Oversee order processing and billing to ensure accuracy and compliance to contract terms and client policies.

- Work with Finance to understand and confirm credit worthiness of customers.

- Communicate customer credit status to Account Managers when needed.

- Monitor inventory amounts in relation to anticipated customer demand and share this information with Account Management to help inform sales forecasts and management of inventory.

- Benchmark and share best practices in line with the division's customer service function.

- Connect with regional customer service groups and identify and communicate to Product Line Management and/or Manufacturing the need for global source or product assignment changes if needed.

- Solicit customer orders on standard items on a need basis in alignment with business.

- Ensure complete and accurate documentation related to company processes and statutory compliances as applicable.

- Provide regular MIS reports to provide visibility and relevant data to stakeholders for informed decision-making.

- Keep focus on building competencies within the team to deliver growth and build succession.

- Actively promote a culture of diversity and inclusion and lead by example.