Customer Service Manager (temporary contract)

The Customer Service Manager Consumer Health is accountable for Customer Relationship, Customer Service, and Order-to-Cash operations within Supply Chain and the key escalation point for Catalent internal and external customers. As such she/he manages a small team of Customer Service Representatives whose role is to translate customer needs into production requirements for Catalent manufacturing sites located all over the world, as well as to provide customers with excellent support and impeccable communication by channeling and coordinating their requests through the Catalent organization.

She/he works in close collaboration with the rest of the Supply Chain, the different manufacturing sites (internal and external), Finance, Business Development teams.

This is a temporary position to backfill a long sick leave.

The Role

• Lead, manage, coach, and develop a team of Customer Service Representatives (CSR’s).

• Accountable for Customer Service and Order-to-Cash activities linked to the assigned portfolio.

• Accountable for the on-time and in full service to customers

• Accountable for the quality of the master data pertinent to Customer Service activities and their maintenance in Catalent ERP system

• Manage the relationship with assigned customers in collaboration with the Business Development team

• Act as 2nd level escalation point for customers and represent the Voice of the Customer internally

• Communication champion to pass critical messages to customers and to lead crisis calls with key accounts

• Responsible for appropriate reporting to senior management, incl. KPI’s (On-Time Delivery, Backorders, Customer temperature…)

• Responsible for the continuous improvement of Catalent Standard Operating Procedures and related Working Instructions related to Customer Service activities

• Monitor supply situation of assigned portfolios, anticipate potential issues, participate in the setup of contingency plans to ensure on time and in full delivery, and identify root causes in case of delay to mitigate risks.

• Coordinate information flow with corresponding manufacturing sites and internal stakeholders in a timely manner

• Ensure compliance to the EU Good Manufacturing/Distribution Practices (GxP) for medicinal products and to the current Swissmedic regulations

The Candidate

• Bachelor’s degree with 7+ years Supply Chain, Customer Service or Sales experience (incl. 3+ years of people management experience) preferably in the life-science industry

• Experience in contract manufacturing organization preferred

• APICS certification is a plus

• Lean 6 Sigma certification a plus

• Excellent written and verbal communication skills

• Excellent customer focus and understanding coupled to active listening skills

• Analytical skills, affinity with numbers, and detailed oriented

• Proactive

• Result focused & Problem-solving

• Hard-working and resourceful, resilience, thrive under pressure, enjoy challenges

• Extremely collaborative & team player

• Wholeheartedly committed to delivering high standards

• Positive and self-motivated attitude

• Fluent in English

• Fluent in any other language is a plus

Position Benefits

• Competitive salary

• Life Assurance policy and Accident Insurance policy

• Free parking

• Pension Plan

• Multicultural environment in Cham

Catalent’s standard leadership competencies that are used to interview and for Performance & Development:

• Leads with Integrity and Respect

• Delivers Results

• Demonstrates Business Acumen

• Fosters Collaboration and Teamwork

• Champions Change

• Engages and Inspires

• Coaches and Develops

Catalent offers rewarding opportunities to further your career!Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.

Catalent is committed to the health and safety of its employees, visitors and the customers and patients we serve. As a result of the global pandemic, we have modified many of our recruitment and on-boarding processes to maintain everyone’s safety. The Human Resources teams will communicate all necessary safety processes and procedures throughout each stage.

Catalent. More products. Better treatments. Reliably supplied. ™
Visit www.catalent.com/careers to explore career opportunities.

C atalent is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity. If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com . This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives:Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.