Purpose & Scope:
Ensure the effective management of customer orders, inquiries and/or complaints maintaining high level of customer satisfaction and supporting the business goals
Tasks & Resposibilities:
- Implement marketing strategy and fulfill customer service related contract obligations.
- Ensures the achievement of budget goals.by managing customer service providing problem-solving resources through day-to-day coordination and management of customer orders, inquiries and/or complaints covering products ordered. Serve as liaison between appointed sales Areas of Cluster region, supply chain/logistics, manufacturing, and stakeholder.
- Ensure the monitoring of stock levels and the accurate and adequate data is received by Country Managers and distributors related to the forecasted local unit sales expectations and according to the required stock levels based on the contracts. Lead corrective actions and processes upon deviation findings.
- Generate periodic sales reports such as ISV performance and order status Vs Estimate & budget. Evaluate and analyze data, re-design processes and implement changes. Update 24 months rolling forecast in terms of shipments and local sales. Improve forecast accuracy by establishing monthly forecasting procedures (stock files).
- Coordinate with Area RA, Country Manager and marketing Manager the new product launches/ existing product variations / re-registration. Initiate FFs for approvals and maintain updated prices in LEO systems. Cooperate with Country Manager, Patient Solutions Manager and Cluster director on product pricing as per LEO mandates. Cooperate with RA on price certificates required for MOH submissions.
- Lead the tender quotation cycle in regional Areas of responsibility, within set time range, by gathering price-related information and all other requirements as per the quotation specifications.
- Liaise between COM(Customer Order Management) department and Cluster customers on order processing effectiveness and customer file maintenance.
- Ensures effective handling of customer complaints – product recall and report incidents according to the corporate policies.
- Ensures the processing and confirmation of incoming Debit Notes from partners via COM and the monitoring on a monthly basis the account receivables/payables in close cooperation with LEO France
- Notify and reconcile with the customers their total outstanding balance and follow on overdues.
- Be fully updated regarding commercial agreement clauses within Cluster+ Area distributors
- contribute to CLUSTER annual budget meeting and period estimates
- Live and set an example of LEO values: Integrity, Passion, Adaptability, Innovation and Customer orientation.
- Ensure synergies and best practice sharing across the region and fosters a patient centric mindset and activities.
- Visit supported Cluster Areas as to build strong relationships with distributors, customers, manufacturers (LEO Sites and Licensees), supply chain partners, and stakeholders promoting LEO’s patient-centric approach.
- Ensures the effectiveness of the systems and processes required for the effective operation of customer service dept
- Suggests improvements of the CS systems and process to enhance their effectiveness
- Ensures compliance with LEO Group Guidelines, Policies, SOP, WI etc.as well as provide input to regional policies on all customer management related operations.
Reporting
- Prepares the customer service reports to ensure timely information requirements of Cluster management team members
- Update Cluster Management on the effectiveness of the Customer Service Plans and Quality Key Performance Indicators
Academic Background & Professional Experience
- Graduate degree in Finance or Logistics
- Knowledge: Supply Chain, Basic finance knowledge including finance analysis, reporting and performance Vs KPIs
Required Knowledge / Skills / Languages:
- Excellent use of French & English languages, both written and spoken, fluency and confidence in dealing with a broad range of complex, non-routine, work and social interactions.
- PC skills – Extensive knowledge of complete capabilities of PC Software & corporate systems, sufficient to set up complex spreadsheets, model complex situations,
- Numerical skills – Uses formulas and computations to evaluate complex numerical information quickly, including the spotting of inconsistencies and errors.
Use advanced / complex analytical techniques for spotting patterns in large sets of information
Key Competencies:
- Action Oriented
- Drive for results
- Customer Focus
- Nimble Learning
- Communicates Effectively
- Decision Quality
How to Apply:
Send your cv:
