Lead - Customer Service
vor 23 Stunden
Job Purpose: Ensure Customer Service and Order Entry processes, for German business by guaranteeing the operation of the flow of orders and the management and control of administrative related tasks for the proper functioning of the organization Key Accountabilities: 1.Order to cash & complaint management Order entry: hospitals, wholesaler and retail pharmacies. Process and manage orders in the system and ensure reach to the Logistic Agency to be delivered. Discounts and pricing revision and alignment for orders Registration and updating of processed orders and data Stock value loss compensation claims control and monitoring. Manage customer complaints (quality, logistics, documentation) in partnership with QA and Logistics. Track customer satisfaction metrics and initiate continuous improvement projects. 2.Customer Service Leadership Lead and supervise customer service operations for pharmacies, wholesalers, and hospitals. Act as escalation point for key accounts. Ensure OTIF, order accuracy, and service-level excellence. Ensuring service and quality standards for the CS Operational responsibility for the day-to-day business Permanent analysis and control of KPIs Close collaboration with the sales force/ first point of contact for all OTC matters Setting up processes to ensure cooperation with 3pl Ensuring right master data creation through 3PL 3.Supply management (Logistics & Warehouse operations) Check the stock with frequency to ensure we don’t run out of stock Expiry date continuous check and short shelf-life management. Returns management and coordination. Ensure that the returns from customers received in our Warehouse in good conditions Manage relationships with 3PL providers for warehousing and distribution. Ensure GDP-compliant transportation, temperature control, and documentation. Oversee depot operations: receiving, storage, pick/pack, dispatch, and reverse logistics (returns, recalls). Drive warehouse KPIs such as picking accuracy, OTIF dispatch, and stock integrity. 4.Demand Planning & Inventory Control Prepare rolling demand forecasts in collaboration with Sales & Marketing. Analyze sales trends, seasonal patterns, and promotional plans to optimize inventory. Maintain optimal stock levels, avoiding stockouts, overstocking, and expiries. Monitor inventory ageing, batch traceability, and stock reconciliation. 5.Procurement & Supplier Management Coordinate with procurement teams and CMOs for supply continuity. Monitor supplier delivery performance. Support product launch planning with supply readiness. 6.Regulatory & Quality Compliance Ensure GDP, AMG, AMWHV, and EU-GMP compliance. Support QA in batch release and regulatory documentation. Ensured GDP-compliant documentation and supported QA during batch release, deviations, and recalls. Successfully passed multiple internal/external audits with zero critical findings. Educational qualifications commercial training, e.g. as an industrial clerk (m/f/d) for wholesale and foreign trade or forwarding clerk (m/f/d) Medium level of MSOffice package. Fluent written and spoken German – C-Level a basic knowledge of English Relevant experience: Minimum 5 year experience in the customer service of a medium-sized company, in Pharma field mandatory. Skills: service-oriented mindset ensures a professional approach to our customers high level of commitment and organisational talent like to work independently and reliably flexibility, diligence and a hands-on attitude and enjoy working with an efficient, motivated team
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Deutschland Hartmann Young VollzeitCustomer Service Manager - Medical Device Hartmann Young is partnered with an established global organisation in diabetes care, seeking to grow the team in Germany with the addition of a Customer Service Manager, reporting to the Director of Quote to Cash International in Commercial Operations. Lead Customer Service operations across EMEA. Develop new...
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