Supply Chain Manager – Customer Services

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

📋 Description

• Oversee and assist with supply chain initiatives, including product launches, the introduction of new systems, global expansion, continuous improvement, and other strategic projects.

• Serve as the process owner and subject matter expert for the Order to Cash (OTC) stream within the Jazz ERP/SAP system.

• Provide guidance to SAP project teams on new implementations and manage SAP changes and projects across Supply Chain, Customer Service, and Accounts Receivable.

• Lead the EU/international customer service team through transitions and upcoming challenges.

• Act as a bridge between the Global Order Fulfillment Team and SAP Teams.

• Develop PCRs, present them to the Change Advisory Board (CAB) and Design Committee, and track approvals, timelines, implementation, communication, and training.

• Organize, execute, and validate testing requirements for SAP OTC projects.

• Assist the OTC team with SAP-related issues and arrange OTC SAP training.

• Collaborate with other streams to ensure timely project delivery and enhance ERP performance.

• Direct cross-functional teams in resolving complex supply chain challenges.

• Manage sales orders, documentation, dispatch, temperature-controlled shipments, customs, certificates, pricing, letters of credit, and compliance matters.

• Ensure product traceability and stock accuracy within the Jazz ERP system.

• Address shortages, logistical issues, customer inquiries, deviations, complaints, and non-conformity files.

• Uphold customer service protocols and optimize shipments to minimize transportation costs.

• Deliver customer support, cultivate relationships with customers and the sales team, and resolve customer-related concerns.

• Coordinate with hospitals and government entities regarding contracts and tenders.

• Collaborate with Supply Chain, Finance, Quality Assurance, and Sales teams to enhance customer satisfaction and drive continuous improvement.

• Generate sales reports, provide market support, and conduct sales information analyses.

• Support customer service associates and collaborate with sales, marketing, and medical operations.

• Monitor stock levels, supply situations, and debtors, escalating supply and financial issues as required.

• Adhere to company approval and compliance protocols.

• Travel internationally occasionally as needed.

⛳️ Requirements

• Extensive knowledge of SAP and strong project management abilities.

• Familiarity with export regulations and necessary documentation.

• Solid understanding of customs regulations and requirements.

• Experience in managing letters of credit.

• Previous experience with temperature-controlled shipments.

• Background in the pharmaceutical industry.

• Excellent interpersonal and communication skills.

• Strong organizational and project management capabilities.

• Ability to handle multiple projects and competing priorities effectively.

• High level of customer orientation and understanding.

• Capacity to influence both internal and external stakeholders.

• Proficient in working with cross-functional and multicultural teams.

• Exceptional spoken and written English skills.

• Proficiency in French, German, Spanish, and other European languages is advantageous.

• Bachelor's Degree or equivalent, along with a relevant license.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Retirement savings plan.

• Flexible paid vacation policy.