Customer Service Manager

Customer Service Manager

Position Summary

Catalent, Inc. is a leading global contract development and manufacturing organization (CDMO) whose mission is to develop, manufacture, and supply products that help people live better and healthier lives. Catalent is dedicated to delivering unparalleled service to pharma, biotech, and consumer health customers, supporting product development, launch, and full life-cycle supply. With time-tested experience in development sciences, delivery technologies, and multi-modality manufacturing, Catalent supports the acceleration of development programs and the launch of more than a hundred new products every year. Powered by thousands of scientists and technicians and the latest technology platforms at more than 40 global sites, Catalent supplies billions of doses of life-enhancing and life-saving treatments for patients annually.

Greendale is one of Catalent’s gummy technology development and manufacturing facilities in North America. The site manufactures organic and vegan-based nutraceuticals via confection to enhance wellness for all consumers.  Simply put – we make healthy gummies. Within the Catalent network, we offer a broad range of integrated formulation and analytical services to solve difficult development and manufacturing challenges.

The Customer Service Manager acts as the primary site contact and liaison to manage customer accounts related to supply of commercialized products and services. Primary responsibilities include providing excellent customer satisfaction by ensuring on time delivery through the coordination and execution of customer orders with cross functional teams and managing the execution of the order to cash flow process. The Customer Service Manager is responsible for building and maintaining strong customer relationships and creating a consistent positive experience while promoting the Catalent brand with guidance as needed from Senior and Lead Account Managers. This is a leadership position with a direct report of a Customer Service Representative reporting into the role. This position is 100% based onsite in Greendale, IN.

The Role

• Act as primary customer/site contact for assigned accounts

• Will be considered site point of contact for assigned customer accounts and takes ownership for overall facilitation of product supply

• Good knowledge and understanding of customer contracts (Supply Agreement/Quality Agreement) including but not limited to firm zones; purchase order requirements; delivery requirements; limits of liability.

• Ensure customer forecasts are received on the contractually agreed upon periods, challenge customers if orders are not aligned with agreements (such as short lead time or significantly above/below forecast) and follow the escalation process for order requests that cannot be resolved one on one with the key customer contact.

• Supports site S&OP process for all assigned accounts.

• Ensures sales orders in the system are maintained in line with customer request date.

• Send written order acknowledgment to the customer with firm promise date. Update customers with changes in promise date.

• Manage regular communication with internal and external stake holders through team meetings, utilizing tools included but not limited to customer trackers, email, phone calls and ad hoc meetings as necessary, following the escalation path when challenges arise.

• Interacts with internal personnel as to approach and resolve customer actions/deliverables, pro-actively communicating customer deliverables and driving results.

• Other duties as assigned

The Candidate

• Associate Degree or 7+ years relevant experience and a High School Diploma/GED required

• Bachelors Degree or higher is preferred.

• 3+ years of customer account management, sales or project coordination experience is preferred

• Past experience using ERP systems is preferred.

• Intermediate Microsoft Office experience is required specifically with Excel.

• Knowledge and experience in GMP environment is preferred.

• Excellent verbal, written and interpersonal communication skills are required.

• Ability to interact effectively with a variety of individuals and personalities within and between departments