Customer Service & Logistics Manager 100%
For one of our leading, pharmaceutical clients located in Basel we are currently looking for a Customer Service & Logistics Manager who will deliver excellence in all customer interactions. The post holder will provide direct support to the sales team in delivering pre-sale and post-sale customer service. In depth knowledge of the company’s customer service policies and excellent product knowledge will be critical for offering quick and accurate assistance to customers.
General information:
Remote position with 1-2 per month presence required in Rotkreuz - only candidates in Switzerland
Start Date: 01/08/2023
End Date: 29/02/2024
Workload: 100%
Required: Experience with external costumers in pharma industry, Understanding of logistics;
Reason for the opening: parental leave replacement
Major Activities
Order Management:
- Create new customers accounts in the different databases
- Update customer’s data when changing (contact details, authorization number ...)
- Responsible for receiving, processing and verifying purchase orders and complaints through phone and email
- Enter the orders in the systems
- Processing specific orders: MAP/CUP doses, calibration doses, urgent orders, orders not in the timelines (-15d), late cancellations (-7d)
- Check/follow-up on the orders with accounting:
- Check/update/consolidation data between the different software and sales
- Update of the commercial terms in the system: transportation costs, commercial discounts...
- Manage the order change fees in accordance with the contract
- Set up in the system the delivery notes and send them to the customers
- Manage the proforma invoices.
Monitor order delivery:
- Review and follow-up orders from entry to deliver to ensure on time delivery
- Manage the order changes
- Report failed doses to the appropriate people and help/assist hospitals with rescheduling (interface between the manufacturing site and the customer)
- Manage the transport issues: delivery error, delay in delivery ...etc.
- Resolve any order related issues with internal departments and other parties
Governance:
- Communicate frequently with customers to ensure all delivery needs are met
- Send the release documentation when not received by the customer
- Prepare and review reports and communicate with customers and internal departments
- Weekly and monthly reconciliation with Patient Safety
- Work closely with accounting to help reconcile past due invoices, credit notes and complaint to customers
Your profile:
• Associates degree or equivalent experience
• Experience with external costumers in pharma industry
• Understanding of logistics
• Excellent telephone and customer service skills with the ability to work as part of a team and on their own
• Excellent written and verbal communication skills
• Experience working in a customer service environment
• Good knowledge of computers and MS Office
• Ability to work under pressure and to tight deadlines.
• High attention to detail
• Strong problem-solving skills
• Fluent English and German
