KEY ACTIVITIES & ACCOUNTABILITIES
- All order-to-cash activities are carried out such as, but not limited to: sales orders, credits, returns, backorders, Invoicing, blocked orders for invoicing & goods allocation
- Ensure any needed outbound shipping paperwork are compliant, following the requirement set for each country (eg: EUR1, CMR) and supplied on time according to shipping & local needs
- Works as a SME (subject matter expert) in one of the 4 key areas, works on EMEA alignment & ensures all needed actions all followed from implementation to control of the processes
- Ensuring that transport to each country is within the SLA required, if there is a deviation arising from eg: temperature, state of goods, late delivery this will be immediately reported and follow up done within guidelines
- Ensuring that transactions for each shipment are done within SLA & without issues, if not then this will need to be tracked through the incident reporting mechanism and subsequent follow up done.
- Processing of returns in conjunction with the 3PL provider & set process
- Close collaboration with the EMEA Finance & Local Finance to ensure smooth delivery of all O2C processes, and then specific SLAs are adhered to (incl end of month reconciliations)
- Communicating with the local commercial organization on specific customer requests/needs as and when it might be needed
- Adhere to KPI’s & SLA’s set forth within customer service
- Conducting regular stakeholder meetings with local team (eg: commercial teams)
- BA/BS (or equivalent) required, Master degree preferred.
- Fluent or excellent level of English + Other European Language
- 5-7 years of experience in Customer Service, Distribution, Supply Chain, Warehouse management
- Previous professional experience in Pharmaceutical Environment, Medical Device or Life Science industry
- Communication; ability to communicate in a clear & concise way, both verbal & written at higher management level as well as peers. In addition, possess skill-set to be able to create & deliver presentations (incl. fact driven content) and/or workshops to both internal & external parties
- Able to control Customer Service daily operations for the designated region and at times on an EMEA level, identifying bottle necks in processes and unblocking them by means of problem-solving or escalating when needed to ensure uninterrupted service to our Customers
- Strong understanding & proven application of process optimization, ability to define the specific problem within a process (using methodology such as process mapping/root cause analysis), provide analytics that fact-proof the theory, and present a solution to stakeholders / steering committee / upper management
Grow your career at Santen
A career at Santen is an opportunity to make a difference. Through our long-term vision outlined in Santen 2030, we are committed to be a Social Innovator - addressing the social and economic needs of people with visual impairments. We have team members around the world using their diverse talents to unlock new modalities and drive innovations for patient outcomes, education and treatment. At Santen, we believe in empowering all our team members with flexible ways of working and a highly inclusive work environment.
The Santen Group is an Equal Opportunity Employer. We are committed to building diverse teams and ensuring a safe and inclusive physical and virtual workplace for every one of our team members. All employment decisions are based on business needs, role requirements and individual qualifications regardless of race, color, ethnicity, national origin/ancestry, religion, sexual orientation, gender, gender identity/ expression, age, disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you require any kind of accommodation during our recruitment process, please let the recruiter from our team know.
