Customer Service Representative at Carrier supporting clients via phone and electronic communication. Resolving inquiries effectively, facilitating product shipments, and ensuring customer satisfaction.
About the role
- Leads implementation and operationalisation of customer service model in EMEA. Collaborates closely with market leads for effective customer service transformation.
Responsibilities
- Responsible for the implementation and operationalisation of GSC customer service model in EMEA.
- Working in close collaboration with the GCS Market Leads supporting them in market level Customer Service Transformation.
- Establishing processes for both operational & transformational customer service KPIs in EMEA region.
- Ensuring robust program governance & value realisation and regional execution within the EMEA GSC region.
- Act as regional customer service process SME, guiding countries to assess their current maturity and define action plans to close gaps.
- Support the EMEA markets to build and maintain a robust country-level transformation roadmap for the EMEA region.
Requirements
- Extensive experience in the fields of Supply Chain, Customer Service and Logistics in the Pharmaceutical industry.
- Understanding of pharmaceutical supply chain and manufacturing operations and end to end global product flows
- Strong oral and written communication skills and ability to prepare and present complex business cases to sr. leadership
- Experience in the understanding of final customer requirements and work in partnership with Finance, Security, Commercial and supply chain teams.
- Experience leading or participating in S&OP processes with Sales, Marketing, Finance, and other business functions.
- Demonstrated ability to foster relationships to support proactive outputs toward project success and driving decisions and change in cross-functional teams.
- Experience managing cross functional teams formed by multi country colleagues.
- Ability to influence without authority.
- Understanding of Sales/Commercial/Marketing functional areas
- Continuous improvement: Leadership of cost, operations and business improvement projects for Logistics & Supply processes
- Local Logistics market knowledge (LSPs, transport)
- Solid knowledge of GSC processes, systems and IMEx ecosystem
- Bachelor’s degree required - preferably in Business Administration, Finance, Logistics Management, Industrial engineer, Manufacturing or Supply Chain Management.
Benefits
- Health insurance
- 401(k) retirement plans
- Paid time off
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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