Head of Customer Service, US Vaccines

Job Title: Head of Customer Service, US Vaccines

Location: Bridgewater, NJ

About the Job

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations’ team.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Why join our team?

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

A Business and Technology Modernization department within Commercial Operations was recently created with the objective of dramatically modernizing our operations and seamlessly serving our customers. Following a SAP/ERP implementation, the time is ripe to enhance our customer experience.

As one key function and team within Business and Technology Modernization, Customer Service’s mission is to provide excellent support and solutions and to delight our customers.

You will also be part of a transformation and modernization journey the business unit and company is undergoing. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

Our function at a glance:

The Customer Service Head will handle 3 strategic directions:  

• Managing a large customer service team with different capabilities, support models (Customer Services, White Glove Services; internal and external)

• Optimizing current operations and ways of working to improve efficiency while maintaining excellence in service

• Bridging traditional healthcare customer service excellence with emerging AI technologies

Connect with us if you are…

• A leader with extensive experience in managing a large customer service team (50+)

• A seasoned operator in customer service (escalation and resolutions, process flows, master data, sales ordering, claims, credit, collection, reporting and data analytics), looking to share your experience and knowledge

• Experienced with CS in health care in a direct sale and indirect sales model with a large customer base

• An agent for change, looking to develop new ways of working including AI implementation and driving company performance through continuous improvement.

• A professional who thrives in a complex environment, where you can develop talents and realize ideas and innovations within a dynamic team of experts.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Leadership and Strategy:

  • Lead a large team of customer service professionals (internal and external) handling inquiries from healthcare providers from doctor’s offices, hospitals, health systems

  • Execute customer service strategies across multiple channels, aligned with organizational goals and pharmaceutical industry standards. 

  • Collaborate with internal tech teams and AI vendors to pilot and implement initial AI customer service solutions

  • Monitor team performance and provide regular feedback and coaching.

• Operations:

  • Oversee the entire customer service process, including order processing, delivery tracking, and completion.

  • Resolve complex customer service issues, such as: handling product storage and transportation concerns, addressing adverse event reports and coordinating with medical teams, managing product replacements. Ensure accurate and up-to-date customer master data management.

  • Manage continuous improvements on behalf of the Commercial team, ensuring seamless integration with existing commercial processes, driving simplification and modernization.

  • Ensure accurate and up-to-date customer master data management.

  • Pilot / champion AI solutions for customer i