Job Description Summary • Ensuring operational excellence within the Customer Service team, including process optimization to meet customer needs while improving quality and efficiency • Managing the Customer Service department • Organizing order entry, return processing, and credit issuance • Coordinating with the warehouse and all Sandoz departments • Monitoring interfaces (warehouse interfaces, customer interfaces) • Acting as Superuser for the SD module • Providing support or leading special projects • Providing support or leading product launches Job Description Major accountabilities: Managing the Customer Service team : to assure the recruiting, integration, development and the training of the team members. Coaching of the team members to maximize impact and commitment to the job Ensuring the correct recording and processing of orders of all kinds Acceptance and answering of special customer inquiries, which can not be answered by the Customer Service Associates or other internal bodies Ensuring correct processing of returns Co-operation, coordination and communication of processes in connection with price reductions and/or discount schemes Analysis and evaluation of transport damage, as well as taking measures to improve the quality of transport together with the Head SC Coordinating and communicating stockouts (follow-up) and recalls in close collaboration with STO team, resp QP. Overall coordination with the warehouse and customers in all sales-related matters Valid business partner with Supply Chain teams (S&BP, Demand & Supply planning), Finance teams (prices, discounts) and Commercial teams (KAM, Brand manager) for achieving the company sales objectives Monitoring and correction of interface errors in warehousing and customer orders and customer master data Special projects to improve processes and efficiency. Assure good documentation of customer service related processes. Maintain working instructions. Execution/control of reports from the Sandoz Minimum Control Set (MCS). Ensuring systematical, timely generation of Customer Service reports Key performance indicators: OTIF Number of calls missed/total number of calls (max 2% missed calls) All returns/complaints must be completed within 30 days Recording the complaints Capture manual vs. electronic orders Individual target agreements Minimum Requirements: University degree in Economics or equivalent additional education Experience in customer service and / or pharmaceutical industry SAP knowhow, module SD (MM Plus), MS Office Languages: Nederlands, Français, English Work Experience: At least 1 year experience in a similar position Experience in a pharmaceutical environment is a plus Skills: Teamplayer, business partner for the commercial departments Great customer orientation and ability to quickly record processes and carry out optimizations Fast reaction time and high quality awareness Skill in moderation between customers and corporate interests, leading the team to operational excellence Structured and organized Skills Desired Accounts Receivable, Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce Crm