Customer Service Manager

Saudi Arabia

Established in 1836, Acino is a pharmaceutical company headquartered in Zurich, with a clear focus on selected markets in the Middle East, Africa, the CIS Region and Latin America. With over 3,000 people across 90 countries, we deliver quality pharmaceuticals to promote affordable healthcare in these emerging markets and leverage our high-quality pharmaceutical manufacturing capabilities and network to supply leading companies through contract manufacturing and out-licensing.

The Position

The Role

As a Customer Service Manager, you will be reporting directly to the Head of Supply Chain, KSA . This position will ensure business requirements are met through operational execution of the customer service/order management / O2C functions

Your Opportunities

• Process and execution owner for order processing and management: customer order receipt, order entry into the system, order processing and allocation, product availability reviews, pick-pack instructions, shipment and import/export, documentation, final customer delivery, & invoicing.
• Manage custom clearance for Process along with required documentation and all government-related requirements/systems (IBREC’s, OK2FWD, SABER, RSD…etc).
• Process owner for debit/credit note reconciliation with finance and commercial.
• Monitor and control full inventories to ensure availability as per requirements and minimize business waste.
• Ensuring business processes are set-up and executed following updated distributors contracts and agreements
• Identify, develop and maintain the Supply Chain Management Standard Operating Procedures (SOP) for current, new, or modified supply chain business process and supporting technologies.
• Plan and communicate Distributers warehouse transfers and ensure proper execution.
• Prepare inventory reports and manage write-off process.
• Create and maintain master data in the system as required
• Monitor and manage Inventory ensuring ideal stock levels for supply continuity.
• Prepare needed Supply chain reports & analysis for process enhancement and continuous improvement.
• Prepare, report, and communicate Customer service/Supply Chain Key Performance Indicators (KPI) to all assigned stakeholders, support activities for KPI’s fulfilment.
• Manage document control including change orders, billings, purchasing documentation, and contract administration.
• Contribute to the completion of project milestones and organize own work to meet project task deadlines.

Who You Are

• Bachelor’s degree required – preferably in Business Administration, Operations Management, Supply Chain or Logistics Management
• 5+ years of experience in Customer service/ Supply Chain role in a multinational organization and/or pharmaceutical industry.
• Good negotiating and influencing skills
• SAP expertise is a must.
• Excellent analytical capabilities to interpret information and reports.
• Strong Microsoft Office Skills, particularly Excel and PowerPoint
• Accurate and detail focused
• Ability to work under minimal direction in a matrix environment and different cultures
• Fluent in English
• Strong troubleshooting skills and ability to evaluate compliance issues

We Are Acino

At Acino, we push the boundaries to deliver high-quality pharmaceutical products that improve patients’ lives. Driven by our collective purpose to provide access to medicines to those in need, our strength lies in our unique expertise and presence in emerging and high-growth markets. We are proud to be challenging the status quo in the pharmaceutical industry, always looking ahead to the future with an open mind.

Join Acino, a dynamic and rapidly growing environment where your contributions can make a real difference.

Acino is an Equal Opportunity Employer.