General

Title:

Customer Care Team Manager

Reports to:

Supply Chain Director

Purpose:

The Customer Service Manager is responsible for leading customer support the team, handling escalations, and ensuring customer satisfaction (internal and External). Develop strategies to improve service quality, resolve customer issues, and enhance overall customer experience for the various business units.

Responsibilities

Coaching and Managing the team:

- Task:

Responsible for coaching, training and leading the Customer care Team.

Ensuring the team can deliver the best possible Customer Experience, to all involved customers.
Ensure clear targets and Key Performance Indicators (KPI) and Customer Experience targets.

Communication & alignment with stakeholders:

- Task:

Ensures timely and good communication and alignment with all stakeholders:

Internal:

• Pharma Sales Managers: Cycle meeting preparations & support
• Finance: Budget Follow up and month closings
• PA (QA, PhVig.): Quality aspects Pharma Business - complaints
• Business Development: New product Launches – first to market
• Marketing: Promotional Activities – active communication – support visibility in the market.
• Supply Chain: Availability of products, replacement articles & VAS activities

and external stakeholders:

• Service providers:
• IT: Smart IT/InfoHos/Medsoc/…: improvements – automation of processes (using new technology to ensure competitive edge)
• 3PL: OTIF/Accurate Order Processing
• …
• Customers (direct Delivery customers):
• Pharmacies
• Hospitals: Tender related execution and separate stock follow up.
• Coops: Partnership relationship with KAM development
• Wholesalers: Even out demand planning

Customer Service Manger is at all time striving to improve the customer experience and is the voice of the customer in house.

Manage the processes runs as smooth as possible

- Task:

Order follow up from Order 2 Cash

Ensure correct processing of incoming Sales Orders in SAP and PIT/MOBIREP. Validate orders in case of uncertainty contact Rep/Customer so errors are minimalised or prevented. Avoid extra costs being generated due to poor processing. Exception management on Sales Orders that are blocked.

Complaint Management - avoidance & return Handling:

Ensure complaint handling is being processed in a structured, consistent and timely manner by all parties involved.

Analyse Complaints overview so improvements can be initiated to prevent recurrence of the complaints.

Product Return handling follow up ensure they comply with agreed procedures and rules.

Coordination and improvement of processes:

- Task:

Streamline processes to ensure cost to serve is optimal and Customer Experience is as high as possible. Implementing innovative strategies in line with the different Business Units requirements. Ensure the customer voice is present and visible in the company. Participate to Global improvement processes initiated by Stada HQ. Steel with pride on concepts and ideas to enhance cX

Backup:

- Task:

The Customer Care Manager is not afraid to be hands on and support the team in hectic moments, or when capacity is limited.

Contacts

INTERNAL:

Characteristics

Knowledge and Skills

- Required Skills

:

Communication NL/FR/UK oral and written
Administration
Problem solving
Analytical skills
Customers Relationship Management

Proactive
Project Planning and Improvement Process
People Management

- Preferred Skills

:

SAP section Material Management

MOBIREP/PIT
Understanding of full order2cash process
Good distribution Procedures (GDP)
Continuous improvement

Work Experience

- > 5 year

:

5 years relevant experience in similar function

Diploma – Degree - certificates

- Master

:

Business Engineer, or master’s in applied economics, specialized Logistics or APICS or equivalent through min 5 years of experience.