Business Operations and Customer Service Lead

This role is to lead the Business Operations and Customer Service strategy for the CSL Seqirus vaccines operations in France, to ensure efficient, coordinated and flawless implementation of all Vaccine business operations and customer service activities through strong leadership, problem solving and influencing skills.

The Business Operations and Customer Service Lead is responsible for the overall ownership of several critical processes, working in partnership with our 4PL provider including SAP order to cash, order management between third party sales team and 4PL, in-campaign order management and end of season returns and operationally correlated activities with marketing/sales, supply chain & quality.

While reporting to the CSL Seqirus Country head for France, and working within the Seqirus France team, this person also works with the Vifor Customer and Tender team in France and with Seqirus Business Operations NW Europe.

The role offers excellent opportunity for career growth as the market expand and this role will play an active part in shaping the future strategy for Seqirus in France. This is a key role in the successful launch and development of Seqirus influenza vaccines on the French market.

The tasks and responsibilities will be the following:

1.Customer Service Management

-Through our 4PL, lead the customer experience for Seqirus Fr with an objective of building an exceptional customer experience and establishing Seqirus as a credible and reliable vaccine manufacturer.

-Ownership of key Business Operations processes which includes Standard Operation Procedures (SOP’s) and work instructions, with the objective to achieve key business operations and commercial milestones.

-While working in partnership with the commercial lead and the third-party sales team, your key areas of responsibility for ensuring that customer expectations are met include:

• 4PL management, Planning and delivering the inbound, outbound activity for pre/in season activity
• Oversight for Seqirus Stock within the 4PL for Stock Control in SAP and ownership of the end of season stock reconciliation, write-off and Destruction process
• Lead approval process for reverse transactions such as returns, rebates credits, etc. in compliance with respective policies and procedures
• Ownership of 4PL Team KPI’s

2.In-Season Campaign Management

-In collaboration with 3rd party sales team, Marketing, Supply Chain, International Demand Management and 4PL Partner:

• lead inbound stock planning for in-season deliveries,
• design and implementation of process with 3rd party sales team and 4PL provider.
• Manage order release process to ensure product release and shipments are aligned with delivery plan.
• Provision of in-season Management reports as required

-Ownership of the pre-season scheduling of orders with our 4PL partner to meet Customer demand.

-Oversight of returns in collaboration with 4PL partner

3.Develops and implements process improvement plans, contributes to strategies and recommendations for improving processes, efficiency and practices

-Acts as Subject Matter Expert for Business Operations. Responsible for 4PL efficiency and superior performances tailored for the business partnering with IT and Commercial Operations.

-Leads SAP Improvement initiatives alongside IT introduce SAP to the Fr business

-Solution Focused implementing processes that align to the future needs of the Fr Business and inputs into Continuous Campaign Improvement Process

-Leads unsold goods destruction process in compliance with Fr regulations

4.Management of Customer Experience improvement Initiatives

-Develops and owns a process for collecting and measuring customer complaints and satisfaction, in order to devise plans for improving the customer experience.

-Responsible for managing customer complaints alongside 4PL to ensure that customer complaints are handled effectively and escalated to senior management where necessary.

Requirements:

-Bachelor’s Degree or appropriate Customer Service Management experience required

-Microsoft Office and strong Excel skills required

-Strong data analytics skills required

-SAP skills required

-Fluent in French and English both spoken and written

-At least 5 years’ experience in Customer Service and Commercial Operations.

-Experience in Pharma industry, vaccines field is a plus