Industry - Pharma / Biotech / Clinical Research

Category - Operations

Skills - "Sales Order Entry", "Order Management", "FEMA ", "DGFT"

Job Type - Permanent

Job Description - JOB OVERVIEW:

The Manager - Order Management and Logistics Support will be accountable for delivering excellent customer service & driving superior customer satisfaction through effective Order Management and Logistic support process. Person will operate out of shared services in Mumbai, he/she would be responsible for:

- Supporting the implementation of Customer to Cash service policy for an entire Pharma Solutions;

- Customer Order Management

- Adherence to various compliances such as FEMA, DGFT, Customs

- Providing necessary support to on-site logistics team

- Satisfactory handling of customer enquiries/queries or complaints.

REPORTING STRUCTURE:

Reports to the General Manager -Shared Services

Direct Reports :

ESSENTIAL QUALIFICATION:

- Bachelor's degree with MBA in Operations / SCM / Logistics / Import-Export management

- Experience / Certification in Lean, Six Sigma , APCIS would be added advantage

RELEVANT EXPERIENCE:

- 12 to 15 years of experiences in managing day to day operations related to Sales Order Entry, Pre and Post Shipment documentation, Import and Export procedure

- In depth SAP experience in SD module as an end user

- Team development and management experience, including recruiting, relationship management, mentoring and utilization management.

- Good presentation, verbal and written communication.

- Needs to have sound planning & organizing skills and should have Customer service focus

- Understanding of Export procedures, policy, compliances and documentations

- Understanding of Indian tax and Export duty structure is required

- Experience in transformation aspects particularly Global Business Services, operational improvement and offshoring.

- Knowledge of Lean, Six Sigma and other business optimization techniques is desirable

- Ability to consolidate and handle remote teams and able to work in cross functional organization

- Operations Management (through team members reporting under this position)

- Handle the operations through team of 8 to 10 people the activity includes

- Sales Order entry and management with 100% accuracy and timeliness

- Coordination with production , planning , logistics Service provider to confirm dispatch dates

- Liaise with customer CHA's / PPL CHAs for coordination between various legs of transport on CIF , Ex-Works and FCA basis

- Work with central logistics category team to get the freight related quotations

- Work with plant logistics, customer's CHAs, transporters for on-time loading of material

- Ensure accurate and timely creation of pre-shipment and post shipment documents Ensure Zero detention and demurrage caused by PEL

- Liaise with banks and CHAs to ensure all shipment related documents are sent on time.

- Manual Invoicing (incl. CNs) to customer

- Accurate and timely tracking of the advance license and EDPMS closure

- Participate in Sales/(Outbound) Logistics team meetings and support in identifying areas to improve cost and schedule, mitigate risks, manage claims avoidance and resolve issues.

People Management:

- Manage a team of 10 Order Management and Logistics professionals within shared services.

- Provide SAP and business specific trainings to new employees

- Identify training opportunities for existing team members within GBSS Purchase operation and work with functional head / L&D team to provide the required training

- Maintain Standard Operating Procedure of in-scope processes and review these regularly.

- Define KRAs for all team members and conduct one on one performance reviews with all direct reports (bi-monthly , half-yearly and yearly)

Stakeholder Management:

- Ensure the improvement in the customer satisfaction index and NPS score for GBSS Order Management and logistics function

- Build and maintain strong relationships with business units/sites to ensure effective and appropriate communication occurs as required.

- Guide team to conduct the fortnightly operational calls with 10+ sites

- Represent GBSS Order Management function in bi-monthly governance meetings with sites

- Prepare for quarterly governance meeting with corporate supply chain and corporate finance

Process Improvement & Automation :

- From time to time conduct the deep stick analysis of Order to Cash Processes to continuously drive improvements in efficiency, effectiveness, compliance and customer service across entire supply chain cycle.

- Through the data driven approach, identify current challenges in entire value chain and take remedial actions to resolve the issue.

- Work with automation and SAP IT team to identify the SAP improvements and Robotics Process Automation (RPA) opportunities. Create detailed business requirement document, conduct rigorous user acceptance testing (UAT) and take active participation in implementing change management related to SAP changes and RPA

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