Associate Director Customer Services Europe

Job content

BeiGene continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.

General Description

The Associate Director Customer Services Europe has Europe Regional scope, and has responsibilities articulating both dimensions of the Customer Services as well as a Functional Subject Matter Expertise ownership, for one (or multiple) of Customer Services areas. The SME regional matrix areas that customer services is managing embed for example New Product Introduction, Process Compliance, Order fulfillment, or Customer Experience.

The role is integrated within Distribution and Trade Europe (Commercial Operations), with a strong link to Supply Chain ensuring operations are handled as per protocols and SOP’s, GMP/GDP requirements, and within agreed SLAs for each country set-up; for the whole product portfolio (Finished Products) and clientele (Hospitals, Pharmacies and Wholesalers).

In the Customer Services dimension, this role is acting on the E2E Customer Operations, from system set up and entry point for orders, to end delivery to customers and associated transactional.

The position is also managing queries & needs for internal customers as well as external customers, and the Associate Director will provide solutions to problems that may occur and ensure that management is informed of any deviation (operational or Quality assurance related), occurring in the daily operations. Within this role of order management, the Associate Director would need to ensure that all operational activities performed in SAP are within the order-to-invoice/cash framework and reconciled between external and Internal Systems.

In the Subject Matter Expert dimension, the position is working to support the management of existing processes and the implementation of new ones, in a matrix collaboration and alignment with other functional SME. This is both within Distribution Dept., as well as with other European and cross functionally, (Finance, Supply Chain, Quality, Regulatory, etc…), acting on key Distribution processes and projects.

The role requires a strong ability to define measure, analyze, implement & control process optimization, owned or executed by Distribution Europe. That dimension includes working closely with functional departments, affiliates, vendors and external customers, to ensure understanding, buy-in, and engagement on any refined or new process implementation. This in a fast-paced work environment to which the position also requires a willingness to set up processes where non may exist.

The Associate Director will also ensure that Distribution processes and procedures are followed within all given guidelines, and that roles & responsibilities are adhered. Utilizing tools such as RACI, SOPs & Working Instructions to maintain governance throughout the cross-functional elements in Customer Services. It is essential for this role to develop a trusted, strong relationship and understanding of the markets in the defined region, this would include (but not limited to), local regulatory/governmental requirements, QA needs & GDP standards relating to distribution, and local market needs. To adhere to GDP standards set forth by Beigene.

Essential Functions Of The Job

• All order-to-cash activities are carried out such as, but not limited to sales orders, credits, returns & destructions, backorders, Invoicing, blocked orders for invoicing & goods allocation.
• Ensure financial and tax compliance of legal entity transactions related to the scope of activity (O2C transactions), accountable for all order operations-for all LRDS and customers in markets.
• Ensure any needed outbound shipping paperwork are compliant, following the requirement set for each country (e.g.: EUR1, CMR, COA, COO…) and supplied on time according to shipping & local needs,
• Close collaboration with the Finance & Local Finance to ensure smooth delivery of all O2C processes, and that specific SLAs are adhered to (incl end of month reconciliations)
• Works as a SME (subject matter expert) in the key areas,works on European alignment & ensures all needed actions all followed from implementation to control of the processes, such as Change Control Management, Standard Operating Procedures or Work Instructions.
• Ensuring that transport to each country is within the SLA required, if there is a deviation arising from eg: temperature, state of goods, late delivery this will be immediately reported and follow up done within guidelines and tracked to its conclusion.
• Inventory Management-Month End Reconciliation reporting and general oversight of consumption of finished product, replenishment of sites and safety stock.
• Organizing and leading on MBR and QBR with internal stakeholders Sales and Operations Planning, and external vendors 3PL.
• Communicating with the local commercial organization on specific customer requests/needs as and when it might be needed.
• Conducting regular stakeholder meetings with local team (eg: commercial teams)
  

Supervisory Responsibilities

• Active coordination with Country (Commercial), Supply Chain and outsourced Vendors such as 3PL.
  

Competencies

Ethics - Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Completes administrative tasks correctly and on time. Follows instructions and responds to management direction.

Communication - Listens and gets clarification; Responds well to questions; Speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively. Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed. Contributes to building a positive team spirit, Shares expertise with others.

Adaptability – Able to adapt to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

Technical Skills - Assesses own strengths and development areas; Pursues training and opportunities for growth; Strives to continuously build knowledge and skills; Shares expertise with others.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Project Management - Communicates changes and progress; Completes projects on time and within budget. Has a good eye for project hygiene.

We are proud to be an equal opportunity employer and we value diversity. BeiGene does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.