Customer Service Manager, DACH - 12 Month Fixed Term Contract

Job Description

We are seeking a Customer Service Manager, DACH - Contractor, who will have the responsibility of ensuring an enhanced customer experience in the DACH region, positively impacting patient access to QINLOCK.

Operating within a virtual (100% outsourced) business model, the incumbent will manage supply chain commercial operations in DACH countries and support the supply chain team with commercial operations in other international markets. You’ll be driving continuous improvement for supply chain commercial operations in DACH.

The ideal candidate will have experience in Customer Service management in the pharmaceutical industry. S/he will have a demonstrated record of ensuring successful supply chain commercial operations through highly effective and engaging customer and supplier relationship management.

This position will report to the Supply Chain Senior Manager, International and will be located in Munich, Germany. 

The Role:

• Ensure effective customer onboarding and order management, including returns, and backorder management.
• Communicate order and inventory status to stakeholders when required.
• Manage external logistics service providers.
• Track KPIs and metrics to ensure 3rd party service levels are satisfactory.
• Effective inventory management for the DACH region.
• Continuous improvement: identify opportunities for optimized Order-to-Cash processes
• Identify, define, prioritize, and communicate risks to successful operations; develop and monitor risk mitigation and contingency plans.
• Effective communication with DACH stakeholders to ensure customer satisfaction
• Identify patient pathways through pharmacies and ensure data tracking

  We are seeking a Customer Service Manager, DACH - Contractor, who will have the responsibility of ensuring an enhanced customer experience in the DACH region, positively impacting patient access to QINLOCK.

  Operating within a virtual (100% outsourced) business model, the incumbent will manage supply chain commercial operations in DACH countries and support the supply chain team with commercial operations in other international markets. You’ll be driving continuous improvement for supply chain commercial operations in DACH.

  The ideal candidate will have experience in Customer Service management in the pharmaceutical industry. S/he will have a demonstrated record of ensuring successful supply chain commercial operations through highly effective and engaging customer and supplier relationship management.

  This position will report to the Supply Chain Senior Manager, International and will be located in Munich, Germany. 

  The Role:

• Ensure effective customer onboarding and order management, including returns, and backorder management.
• Communicate order and inventory status to stakeholders when required.
• Manage external logistics service providers.
• Track KPIs and metrics to ensure 3rd party service levels are satisfactory.
• Effective inventory management for the DACH region.
• Continuous improvement: identify opportunities for optimized Order-to-Cash processes
• Identify, define, prioritize, and communicate risks to successful operations; develop and monitor risk mitigation and contingency plans.
• Effective communication with DACH stakeholders to ensure customer satisfaction
• Identify patient pathways through pharmacies and ensure data tracking

Qualifications

What You’ll Bring:

• Master’s or Bachelor’s degree in Supply Chain, Business, Engineering, or related field. 
• Minimum four (4) years of Customer Service or Global Supply Chain and/or Operations and/or Logistics experience in the pharmaceutical/biotech industry.
• Experience in developing and commercializing drugs for oncology and/or orphan diseases is preferred
• Self-directed, accomplishment-driven individual with a strong sense of passion and urgency who can work both independently and in a cross-functional team environment.
• Proven success working in cross-functional teams.
• Strong cross-functional collaboration – we’re looking for a great team-player!
• Ability to fluently communicate in German, French and effectively communicate (written and verbal) in English.

  What You’ll Bring:

• Master’s or Bachelor’s degree in Supply Chain, Business, Engineering, or related field. 
• Minimum four (4) years of Customer Service or Global Supply Chain and/or Operations and/or Logistics experience in the pharmaceutical/biotech industry.
• Experience in developing and commercializing drugs for oncology and/or orphan diseases is preferred
• Self-directed, accomplishment-driven individual with a strong sense of passion and urgency who can work both independently and in