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