Customer Service Manager

The Position: As Customer Service Manager, you will support the Italian Affiliate in relation to (and not only) the following aspects: Key responsibilities: Responsible for all customer service functions with focus on the Oncology Business Unit (order and invoice management, management of logistic service providers, complaint and return management incl. credit / debit notes) Ensure service level, financial targets and annual cost reductions, as well as management of daily operations Accountable for the following metrics for the assigned program & commodity: inventory health, on time delivery, sales according to validated patient demand approach and forecast accuracy Lead monthly S&OP process with the assigned programs as well as facilitate monthly meetings Responsible for monthly rolling (logistics) 24 months demand forecast. Works closely with Commercial and Tendering Roles inside DSIT Organization (to obtain optimal input on validated patient demand to assess judgmental changes to the forecast or inventory plan) and the Demand planning and Customer Service International team in European Headquarters Modify and maintain documentation and standard operating procedures for planning processes and systems Logistic Service Provider coordination and performance monitoring/risk management Build and maintain Customer Relationship and related tool management: Key Account to WHS, Pharmacies, Hospitals for orders, returns, complaints, cash collection Ensure control of orders, prices, stock on batch level and implement order taking procedures, policies and standards for the organization Ensure Credit management is supported adequately by implementation of SAP automatization and communication in approval process and executed according to policy Professional experience and personal skills: Bachelor’s degree or equivalent qualification A minimum of 2 years working experience in customer service, forecasting, supply planning, or similar Supply Chain role preferably in pharmaceutical industry Oncology and/or Rare Diseases Knowledge of key demand planning and inventory performance metrics, turns, margin contributions, etc. In depth knowledge in logistics, international European pharmaceutical logistic processes incl. GDP requirements and customer Service activities for different channels of trade especially for oncology products Knowledge in Project management and Process integration Experience in working cross-functionally with the areas of Procurement, Sales, Finance, Operations and IT Detailed (operational) SAP R/3 experience as key user in modules SD, MM, BI, High affinity to IT systems, very good MS Office skills, especially Excel Identification with the values of Daiichi Sankyo Detail-oriented, not losing sight of the big picture Ability to interpret and adjust to situations that involve conflicting goals Convincing presentation and communication skills Ability to work in a team, sense of purpose and high-quality standards Very good written and spoken Italian and English skills Location: Milan J-18808-Ljbffr