Manager - Customer Service - Pharma

Excellent opportunity for a Manager Customer Service role in an US MNC Pharma at Mumbai

Designation - Manager - Customer Service

Qualification - Minimum engineering from a reputed institute or MBA in Supply Chain from reputed B school

Working Days & time - Monday to Friday, 9.00 am to 5.00 pm

Skills required-

- 6-10 years of experience in supply chain management, customer Service, supply/demand planning, logistics management.

- Ability to think strategically and develop plans for driving supply chain efficiencies.

- Experience in B2B customer-facing roles

- Experience using Microsoft Office (Excel, PowerPoint, Power BI, Power Query)

- Experience with SAP, EDI and order-to-cash processes

- Experience working with large data sets and analytical frameworks to identify trends and solve problems

- Ability to foster and maintain internal and external relationships.

- Proven ability to work cross-functionally with customer-driven focus and sense of urgency

Core Job Responsibilities:

- Strong willingness to develop relationships with customers and proven customer service orientation to work effectively with customers, both internal and external at all levels of the organization.

- Demonstrated comfort dealing with large, demanding customers with large numbers of complex products and distribution networks.

- Identify customer supply chain improvement opportunities, making constructive suggestions for change and drive the positive results.

- Understanding the end-to-end customer order life cycle and responsible for all driving all aspects of order management (order entry, allocations, invoicing, backorders tracking, KPI reporting, etc.).

- Analyze existing order fulfillment processes for possible improvements and drive continuous improvement across the order-to-cash cycle, identifying root causes for performance gaps and delivering results through scalable solutions followed by developing Standard Operating Procedures/Work Instructions.

- Lead and support projects to improve short-term performance and build long-term, leading-edge capabilities.

- Lead IT projects related to Order-to-cash cycle and provide guidance and support for successful implementation.

- Work on driving automation for order-to-cash related improvement opportunities from project initiation till the successful implementation.

- Work with Supply Chain Excellence Manager and explore various improvement opportunities in different aspect of Supply Chain.

- Serve as the interface between supply chain and sales on order fulfillment and service-related matters.

- Collaborate with Warehouse & Transportation team members in resolving issues and communicating to appropriate parties as necessary.

- Resolve all the conflicts related to orders-to-cash cycle and communicate the same to the respective customers.

- Coordinate day-to-day issue resolution of out of stocks, warehouse issues, carrier's issues or customer order changes.

- Develop and implement action plans for improving performance on key performance indicators (KPIs) KPIs includes, Order Fill Rate, On-time and in-full shipment/delivery, Back-order Clearance, NPS, etc.

- Independently reviews weekly service & KPI reports for assigned account(s), identifying trends and/or outliers and proactively work with customer(s) as needed.

- Ensure timely customer communication for all the key necessary changes such as product code change, product transition plans, etc.

- Work with Material Master Planner on blocking/unblocking of codes in SAP for smooth order processing.

- Work with Demand Planner and share any sudden increase in demand for any parameters from any customers.

- Lead and manage all the audit queries related to Order-to-cash process and answer the same on time and satisfactorily.

- Demonstrate ability to work independently, proactively, creatively, and efficiently with minimal direction in an unstructured environment to meet tight deadlines within a fast-paced environment.

Interested candidates kindly share your CV or whatsapp on 8657440213