Customer Care Partner

MISSION STATEMENT

Mission is to be the primary supply contact person for affiliates with large complex external supply, linking supply and demand side of supply chain and responsible for order tracking and communication towards market. Responsible for keeping the Supply Review processes in useful form flexible reacting on business needs.  Partners closely with Planning, Sales, Product Management, Transfers, Launches and other functions with aim to execute best and smooth  practices.

Act as site representant for short term horizon using analysis and enhanced communication to align needs (information gathering, data validation, market specifics) reducing complexity in interaction by linking supply and demand.

Helps manage priorities and brings them to the surface to ensure the right products are available in right quantity, at right distribution points, at right time, thereby actively contributing to target service level and cost.

 MAIN ACCOUNTABILITIES AND DUTIES

• Representing site acting as point of contact for CEE & WE markets, ensuring efficient customer oriented  & transparent communication toward Markets having CSL & Inventory as main objectives with project leader mindset.
• Main contact for Markets with supporting Affiliates in new launches or day to day operations, including quality release from non-EU countries
• Prepare data with the scope of increasing visibility to markets on shortages/future alerts or stock excess vs policy, following actions implementation with planning team.
• Responsible for alignment of Supply & Demand of Launches/Switches/Transfers supporting life cycle management process by monthly follow-up of actions and act for improvement.
• Monitor distribution towards assigned markets and align mitigation it note claims, actions in case of exceptions
• Follow-up Monthly/quarterly inventory targets in short term horizon and proactively address to markets & site the products where specific action might be needed
• Coordinate & prepare needed data for Monthly Supply Reviews with Markets focused on short term horizon and acting in behalf of ESO site following actions between ESO Planning and Affiliates.
• Prepare data and representing ESO site in weekly supply reviews, flagging supply changes/ bottlenecks, being responsible for implementing proper actions in collaboration with Planning Team Leads to improve future CSL projection.
• Initiate and follow-up on repacking actions in case of supply scarcity affecting short term horizon or stock surplus which can be balanced if it is making sense from cost perspective.
• Defining/updating SOP’s for short term activities in site.
• Coordinating in collaboration with Planning & Logistics deployment activities for CEE region to assure proper stock level in the markets.
• The employee will perform other tasks under the direction of the Manager within the agreed type of work.

REQUIRED QUALIFICATIONS, EXPERIENCE & SKILLS

• Supplier management proven background, negotiation skills
• Requirement planning or MRP knowledge needed
• Min 5 years in Planning. Supply Chain experience is a plus
• Understanding of all Supply Chain areas: demand & stock management, reporting, planning
• Previous experience in pharmaceutical company is a plus
• Analytical skills
• Problem-solver: able to identify issues and implement corrective actions
• Able to act independently
• Transversal mindset, able to bring people together to get work done
• Advanced English
• Positive energy giver – that delivers what they promise
• Customer orientated mindset
• Clear, structured communicator