Customer Service Manager - 12 Month Contract

Summary about this job

Detail information about job Customer Service Manager - 12 Month Contract. Terms and conditions vacancy

• Management of the customer sevices team
• Immediate start
• Good package, great people, fantastic careers

Boehringer Ingelheim is a family-owned multinational pharmaceutical company. We are proud of our high-performing people who are passionate about and committed to improving the lives of Australians and New Zealanders through the delivery of innovative medicines.
 
Research and development has been the foundation of our success and continues to be the major driver of new therapeutic treatments for patients.
 
Reporting to the Head of Commercial Supply Chain, we have an exciting opportunity for a Customer Service Manager to be based in our North Ryde head office. This is a 12-month contract with an opportunity for a contract extension for the right individual.
 
The purpose of this role is to provide excellent customer service by responding quickly and efficiently to internal and external stakeholders.
 
The Role:
 

• Lead, motivate, train and develop customer service officers to deliver a high standard of customer service
• Support team to achieve targets and ensure every interaction has a customer focus whilst preserving business objectives
• Achieve business results by obtaining insight into the objectives of the business units and collaborating within the team to deliver results
• Set and deliver on customer expectations of price condition maintenance and maintain pricing conditions in relevant systems
• Maintaining an orderly workflow according to priorities
• Develop customer feedback capture strategy ? where/how to capture information about customer interactions ? how to share with other departments
• Work with 3PL to develop strong relationships, follow up and ensure service delivery
• Challenge respectfully by identifying trends such as outbound delivery misses or damage
• Keep informed of changes in product availability and its alternative as well as market activities (news/changes) impacting service success
• Understand and comply with information management responsibilities and records retention in accordance with legislation, regulations and standards as well as internal policies and procedures
• Develop, maintain and comply with Supply Chain, Customer Service and relevant procedures, SOPs/desktop procedures, escalation paths and work practices

 
What you will have:
 

• Previous SAP R3 experience is essential
• Minimum of 5 years of experience in the pharmaceutical industry
• Previous customer services experience and managing a team is crucial
• Good GxP compliance experience
• Excellent proficiency of the English language
• Exemplary verbal and written communication skills
• Attention to detail and advanced numerical skills
• Understanding of Microsoft Suites of products
• High organisational and planning skills
• Ability to prioritise multiple tasks and deadlines
• Patience and ability to work calmly under pressure
• Embrace change whilst streamlining process management

 
Who we are
 
Improving the health and quality of life of patients is the goal of the research-driven pharmaceutical company Boehringer Ingelheim. The focus in doing so is on diseases for which no satisfactory treatment option exists to date. The company therefore concentrates on developing innovative therapies that can extend patients? lives. In animal health, Boehringer Ingelheim stands for advanced prevention.
 
Family-owned since it was established in 1885, Boehringer Ingelheim is one of the pharmaceutical industry?s top 20 companies. Some 50,000 employees create value through innovation daily for the three business areas human pharmaceuticals, animal health and biopharmaceuticals. In 2017, Boehringer Ingelheim achieved net sales of nearly 18.1 billion euros. R&D expenditure, exceeding three billion euros, corresponded to 17.0 per cent of net sales. For more information about Boehringer Ingelheim visit www.boehringer-ingelheim.com.au
 
What we offer
 
Boehringer Ingelheim offers a competitive remuneration package including flexible salary packaging options, and industry-leading lifestyle benefits including attractive leave options, paid parental leave, subsidised health insurance and a free and confidential Employee Assistance Program.
 
We want the best to apply!
 
Boehringer Ingelheim is a global employer who takes pride in maintaining a diverse and inclusive culture.  We embrace diversity of perspectives and foster an inclusive environment which benefits our people, patients and communities.  We are interested in the best people working for us, which is why we adopt a responsible, open-minded approach to employment that complies with the Australian Fair Work Act.
 
How to apply
 
If you would like to be part of this highly driven and successful team please submit your CV and a covering letter addressing the key criteria above by the closing date: 13th July, 2018.
 
You must have the right to live and work in this location to apply for this job.
 
It is Boehringer Ingelheim's policy not to accept speculative resumes from Agencies, unless the role has been released directly to the agency. If we require your assistance on any roles we will contact you at the time.