Senior Manager, Customer Service

This is a fully remote position, open to applicants in Switzerland, +1 more country.

📋 Description

• Oversee both inbound and outbound logistics operations, which encompass inventory management, warehousing, and transportation.

• Administer order-to-cash processes, covering sales orders, credits, returns, destructions, backorders, invoicing, blocked orders, and goods allocation.

• Ensure the security of order operations for LRDs and third-party clients while providing business progress reports to senior management.

• Uphold the integrity of financial transactions associated with the movement of finished products.

• Collaborate with corporate and local Finance teams to meet order-to-cash service level agreements (SLAs).

• Supervise distribution-center operations and foster relationships with third-party logistics providers.

• Guarantee financial and tax compliance for legal entity transactions.

• Ensure efficient and optimized physical distribution to various markets.

• Adhere to Good Manufacturing Practices (GMPs), Good Distribution Practices (GDPs), policies, standard operating procedures (SOPs), and regulations.

• Maintain the quality management system.

• Reconcile orders with third-party logistics providers and LRDs.

• Direct month-end reconciliations related to inventory, replenishment, safety stock, and reporting.

• Conduct quarterly business reviews with both internal stakeholders and external vendors.

• Assist in expanding into new markets and managing distributors.

• Launch new products and oversee their rollout across various markets.

• Lead or assist in development projects.

• Establish and secure operations for selected markets.

• Define and execute a global customer approach.

• Create and implement projects aimed at reducing logistics costs.

• Report progress to senior management.

⛳️ Requirements

• Comprehensive understanding of Pharmaceutical or Biologics manufacturing and current Good Manufacturing Practices (cGMP), along with new product introduction processes.

• Familiarity with Good Distribution Practice (GDP) guidelines.

• Excellent interpersonal and negotiation abilities.

• Capability to understand and collaborate with diverse cultures.

• Customer-oriented, respectful, demonstrating high integrity, openness, honesty, and exceptional execution skills.

• Bachelor's degree knowledge is required.

• Ability to work with Contract Manufacturing Organizations (CMOs) to ensure timely problem resolution.

• Effective in influencing decisions and prioritizing functions across organizations and partners.

• Proficient in analyzing and interpreting supply chain information.

• Ability to collaborate effectively within cross-functional teams and networks.

• Proven communication skills in a multicultural and multilingual global setting.

• Agile and adaptable, comfortable with ambiguity, skilled in trust-building, and resilient.

• Demonstrated experience in project management, proactive planning, priority setting, and securing alignment.

• At least 10 years of experience in a similar role is required.

• Professional fluency in English and Spanish is mandatory; knowledge of French is a plus.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• Participation in short-term and long-term incentive programs.

• Equal consideration for employment without discrimination.

• An inclusive work environment.

• An equal opportunity employer.