• Job Description

  Req#: 571025

  ABOUT ALVOGEN

  Alvogen is a privately owned US-based company focused on developing, in-licensing, manufacturing and marketing pharmaceutical products.

  Alvogen has an innate passion for performance and growth and has become a major player driving change in this ever-changing industry. Our passionate team is committed to continue growing our business and build a leading generic pharmaceuticals player. A unique portfolio of high-quality and difficult-to-make pharmaceutical products fuels our targeted growth strategy.

  The world is constantly changing all around us and the traditional generics models are being challenged. Alvogen is ready to move swiftly and react to a rapidly changing environment and tough competitors.

  As Alvogen continues to grow, we are always looking for talented individuals to join our team! Every person in our company contributes to our success.

  SUMMARY OF POSITION

  The Senior Manager, Customer Service has a customer-centric mindset who drives efficiencies through process thinking that continually promotes quality and employee effectiveness; consistently maximizes customer satisfaction by using KPI’s to balance operational metrics against customer service/satisfaction metrics. This leader will also serve as a coach and mentor to the customer service team.

  ORGANIZATION STRUCTURE

  Reports to the Vice President, Trade Relations and Customer Contracting

  Direct Reports include a Customer Service Team Lead, and three Customer Service Representatives.

  RESPONSIBILITIES

  • Provide day-to-day guidance and support to a team of customer service representatives to ensure workload balance, process adherence, and consistent achievement of quality standards.
  • Develop KPI’s to measure CS effectiveness and efficiency of work systems to quickly diagnose and proactively address a workflow problem. Demonstrate accountability and ownership in driving KPIs and follow-through across all responsibilities.
  • Support implementation of process improvements and enabling technology to enhance customer experience and operational efficiency, with the ability to pull back and see the bigger picture.
  • Leverage and further develop a process improvement playbook that can be utilized for onboarding new hires and providing continuous training for existing hires
  • Partner with IT and supply chain teams to define new and execute highly scalable processes for managing, monitoring, and measuring customer emails, orders, inquires and response time.
  • Strong collaboration with the sales team to ensure united and consistent communication and messaging to the customer base including, but not limited to, order status, inventory commitments and new product launches
  • Strong project management skills, including stakeholder, timeline, and meeting management skills; demonstrated excellence in managing internal customers.
  • Serve as key customer service representation on cross-functional initiatives actively contributing operational insights and ensuring service continuity during transitions such as 3PL migrations, system upgrades and new process implementations.
  • Ability to form strong cross-functional relationships with all levels of staff and management and influence others to drive to a common goal, including our customer base.
  • Build and maintain relationships with 3PL partners; evaluate contractual obligations with a strategic lens and also be able to translate into daily tactics for the customer service team
  • Ensure accountability in daily order management, timely escalation resolution, and proactive communication with cross-functional stakeholders including supply chain, sales, IT, and finance.
  • Exceptional communication skills, including written, verbal and presentation skills; comfortable and credible with both internal stakeholders and external audiences.
  • Highly adaptable, hands-on. Self-demanding and proactive individual; a natural bias for action. Able to deal with ambiguity, prioritize challenges and changes in a timely manner while driving for the best possible results.

  
  

  QUALIFICATIONS

  • Possesses excellent written and oral skills
  • Professional and positive attitude with both internal and external customers
  • Strong customer orientation and focus
  • Results orientated with a sense of urgency
  • Creative and strong problem solving skills
  • Robust financial, quantitative, and analytical skills
  • Working knowledge of the requirements of the Drug Supply Chain Security Act (DSCSA)
  • Understanding of Electronic Data Exchange documents (EDI)
  • Working knowledge of basic data analytics, including Excel analytical functions and relational database reporting tools/applications
  • Experience with Salesforce CRM preferred
  • Working knowledge of SAP ERP (including reporting functionality)
  • Bachelor's degree preferred with 7+ years' experience managing a customer facing, customer support organization. Experience in pharmaceuticals is strongly preferred.

  
  

  GMP DECISION-MAKING AUTHORITY

  N/A

  "An Equal Opportunity Employer, including disability/vets."

  
  

• About the company

  Norwich has built a reputation for dependable product supply and established an unparalleled history of regulatory compliance. Each day, the Norwich team strives to deliver uncommon value and be the first choice of customers for pharmaceutical contract...

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