Customer Service Manager - Speciality & Primary Care Milano

Customer Service Manager - Speciality & Primary Care
Milano
Lombardia, Milano

The Customer Service Manager RX, Retail and Wholesale Customers works inside the Commercial Excellence function, reporting to the Commercial Excellence Director Cluster Southern Europe, Pharmaceuticals Italy.

She/He is accountable for managing the business relationships with Retail and Wholesale Customers related to the ethical product portfolio; coordinates business and economic objectives's planning for each Customer group, in agreement with the management; monitors and provides the proper execution of all activities aimed at guaranteeing excellent service standards and a high level of customer satisfaction.

Main responsibilities:

- Defines the financial year objectives, on a monthly basis, in agreement with management, and monitors their performance.

- Acts as a ''role model'' for the Team and provides support in case of critical issues (change of systems, warehouses, urgent customer requests).

- Ensures the precise, timely and professional resolution of customer requests, managing order operations, from placement to fulfillment, and promote constant communication with the warehouses.

- Daily monitors orders, collecting and analyzing customer feedback, with the goal of providing a service focused on continuous improvement and promptly feedback to the management.

- Manages tools related to the process order (DAFNE, SAP, external warehouses), providing support in managing prices, customer and materials data.

- Manages the price list file and supports the insertion of new products.

- Send updates to databases for new products, price change and order conditions.

- Collaborates closely with the Supply Chain on procurement issues, obsolescence management, verifying warehouse stocks and organizing necessary product transfers between warehouses.

- Collaborates with different business functions (Finance, Medical, Marketing, Sales) to pursue the improvement of Customer Service procedures and standards

- Manages returns, thefts and losses (processing claims, reports, involving relevant departments) and handles requests for credit notes for damaged or missing products.

**Requirements**:

- Degree in medical scientific disciplines, or economics, preferred

- Sufficient knowledge of English

- Previous experience in the role or strong knowledge of the pharmaceutical world

- Good knowledge of SAP; SAP 4Hana is preferred

- Proficiency in the Microsoft Office package, particularly Excel

What will you make successful in this role?

- Excellent communication and interpersonal skills; attentive listening skills and strong empathy

- Organizational and planning skills

- Customer oriented mindset

- Analytical and problem solving skills with a strong aptitude for mediation

- Flexibility and resilience