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Head of Customer Service
hace 3 meses
We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.
At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.
Further supporting our growth and innovation momentum, we are establishing a new Global Capability Center in Barcelona to deploy new capabilities to effectively support its global commercial and functional teams. Located in the upscale Eixample District in the heart of Barcelona, Galderma's Global Capability Center offers numerous possibilities for professional development such as exposure to global and cross-functional projects and access to global career opportunities.
Job Title: Head of Customer Service Secondary Distribution
Location: Barcelona
Job Description
The Head of Customer Service/ Secondary Distribution is responsible for developing and implementing strategies to enhance customer satisfaction, harmonize and streamline processes & systems, optimize cost to serve and foster a customer-centric culture within the organization.
Key Responsibilities
- Develop and execute a comprehensive group Customer Service / Secondary Distribution strategy under Global Supply Chain, aligned with company goals and objectives
- Identify opportunities for process improvements and cost optimization within the supply chain.
- Identify, streamline & harmonize Customer Service/Secondary Distribution processes across regions & markets to ensure overall efficiency and effectiveness.
- Implement best practices to enhance the overall customer experience. This include the supply chain piece of the Order to Cash process, from order management to customer deliveries.
- Develop and manage effective cost-to-serve management and initiatives under Customer Service/secondary Distribution
- Define, own and monitor global key performance indicators (KPIs) related to customer service / secondary distribution and supply chain performance.
- Act as global business owner of global systems under Customer Service/Distribution area. Leverage global solutions to enhance customer service & distribution operations, such as order management tools, transport management tools and communication platforms.
- Define & own as a global business owner requirements for standard pack of communication messages toward customers (then provided by IT group as per EDI messages)
- Identify potential risks and challenges associated with Customer Service & Secondary Distribution, such as distribution & customer service constraints (practices, processes, routes...).
- Develop contingency plans and implement risk mitigation strategies and Business Continuity Plans to minimize disruptions and ensure continuity of service.
- Degree level education (Commercial education, e.g., business, economics, administration preferable but flexible)
- Customer service experience in supply chain in Essential
- Solid background in Supply chain from order taking to delivery
- Experience in International/ Global scope preferable
- Continuous improvement mindset
- Consumer/ pharma Industry experience (preferably).
- You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
- You will receive a competitive compensation package with bonus structure and extended benefit package
- You will be able to work in a hybrid work culture
- You will participate in feedback Loops, during which a personalized career path will be established
- You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability
- Send your CV in English
- If your profile is a match, we will invite you for a first virtual conversation with Talent Acquisition
- The next step is a virtual conversation with the hiring manager
- The final step is a panel conversation with the extended team
At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.
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