Customer Service Manager-French speaker

Job Description

The role is hands on, proactive, and highly focused on the development and execution of supply chain processes for Erba, with the objective to meet sales and service objectives. Strong qualitative daily collaboration with several departments both within the local operating countries, external partners and internal Supply Chain departments.

Main Responsibilities:

• Customer Facing - Be the primary point of contact for customers in the region, and professionally represent Erba.
• Manage and control the full order & delivery cycle, keeping high priority/focus on ensuring customer orders are executed on time, by closely following up with Erba sites SC Teams - Erba Global Supply Chain.
• Ensure smooth and efficient logistics process, from order collection to shipping
• Ensures on time supply with the right shipping documents through a close coordination with Erba Customer Service.
• Participate to credit control process, including Letter of credit handling
• Responsible for the collection of customer orders, in close coordination with all necessary contributors or stakeholders, such as but not limited to customers, and Erba commercial functions.
• Leverage on internal and external sales data to ensure awareness of In-market sales development and market trends, as well as knowledge of sales & marketing activities (private & tender). Recommend adjustments to forecasts, based on latest developments. Ensure analysis and action setting where gap are identified.
• Exception management follow up, e.g. supply shortfalls & tenders linked to mapping where potential downsides can be compensated.
• Support decision making process for product allocation and prioritizations in case of product shortages.
• Ensure and/or support adherence to timely receipt of inventory and sales reports (ex-distributor sales) from distributors
• Active contribution to the yearly budgeting process as well as Latest Estimate Sales processes.
• KPIS : Order On-Time - In Full (OTIF), Order Accuracy, On-Time Reports, Customer Satisfaction.

Requirements

To set you up for success in this role from Day 1, Erba requires (at minimum) the following qualifications

Completion of post-secondary education (University degree or College diploma)

5 years of experience in customer service, demand planning, supply planning, forecasting

Additional qualifications that could help you succeed even further in this role include:

• Medical Devices and/or Healthcare industry experience
• Self-motivated
• effective time management skills
• strong attention to detail
• effective multitasking skills
• strong analytical proficiency
• Ability to work and build relationships with internal customers, and sources of supply
• Strong MS Office (Excel, Power Point) skills
• Proven ability to make continuous improvements
• APICS certification is a plus, but not a must
• ERP Sales & Distribution experience is a must
• Language : Fluent in French and Arabic