Senior Customer Engagement Coordinator

Role Overview

• Responsible for SC Customer Engagement activities
• Works in close collaboration & complementary to Trade and Supply Chain Customer Engagement Coordinators
• Responsible for segmentation process in conjunction with Trade
• Drives SC collaboration strategy, joint scorecards & cost to serve improvements
• Coordinating all internal & external stakeholders
• Responsible for SC relationship for all customers concerning the O2S process
• Proactively engages customers to deliver effective communication & continuous improvements
• Liaises with Trade & O2S functions to drive service levels, optimal cost to serve & satisfaction of customers
• Creates positive customer experience, providing added-value at every customer interaction
• Proactively inform the customer about the status of stock & O2S process (VIP & Priority Customers)
• Proactively act upon ‘Voice of the Customer’ data to drive Customer Satisfaction (VIP & Priority Customers)
• Accountable for any escalated issues & requests from customers to ensure they are resolved on timely basis
• Perform root-cause analysis & continuous improvement
• Clear & regular communications to internal/external stakeholders
• Collaboration with Global Customer Fulfilment CoE

Requirements

• Bachelor’s degree from an accredited college or university
• 3+ Years of experience in wide range of Customer Fulfillment (incl Customer Facing/Engagement) activities, ideally in Biopharma industry
• French & English language fluency
• Knowledge of upstream Biopharma processes
• Strong understanding of downstream Biopharma processes and local trade environment
• Demonstrated ability to effectively engage external customers
• Understanding of Customer Experience principles
• Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
• Excellent systems (SAP, MS Office) skills
• Strong project management skills
• Strong analytical skills
• Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving
• Strong willingness to drive change as well as good internal marketing and communication skills
• Strong negotiation and communication skills
• Demonstrated high standards of integrity, professionalism, and commitment
• Ability to motivate and influence resources that do not report directly to incumbent
• Strong team facilitation and relationship building skills
• Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues.

Benefits

• Equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.