International Customer Service Manager
Zambon is a multinational chemical-pharmaceutical company founded on the history and values of an Italian family. Based on a valuable heritage but strongly focused on the future, its Purpose is “Advancing Cure with Care, Opening Health to Life Possibilities”. Zambon operates in three different Continents – Europe, America and Asia – with more than 2,700 employees and manufacturing units in Italy, Switzerland, France, China and Brazil. Zambon products are commercialized in 87 countries. Alongside the three historical therapeutic areas - diseases of the respiratory system, urinary tract infections and pain treatment – Zambon is focused on developing treatments for neurodegenerative diseases such as Parkinson's or rare diseases such as cystic fibrosis and BOS (Bronchiolitis Obliterans Syndrome).
The Role:
Reporting to the Central Supply Planning & Distribution Associate Director, the International Customer Service Manager is responsible for the coordination, ensuring the efficient management of the Customer Service team activities for Zambon affiliates and Business Partners worldwide.
The role coordinates the end-to-end order management process, from order receipt to invoicing and delivery, ensuring high service levels, regulatory compliance and customer satisfaction. Working closely with Supply Planning, Manufacturing Plants and Logistics providers, the International Customer Service Manager ensures the timely execution of customer orders while proactively managing supply issues, transportation activities and customer communications.
The role also contributes to the monthly Sales & Operations Planning (S&OP) process by providing visibility on order fulfilment, customer priorities and distribution constraints, supporting the alignment between demand, supply and market requirements.
Main Responsibilities of the role:
- Coordinate the Customer Service team, ensuring the timely and accurate processing of customer orders from order entry to invoicing.
- Ensure the correct execution of order fulfilment activities in compliance with customer requirements, company procedures and applicable regulations.
- Monitor customer orders throughout the entire fulfilment process, proactively managing exceptions and ensuring on-time deliveries.
- Transportation management: relationships with logistics service providers, freight forwarders and customs brokers to ensure efficient distribution processes and cost in collaboration with procurement to define service rate.
- Coordinate transportation activities, ensuring compliance with import/export regulations, customs requirements and applicable GDP/GMP standards.
- Participate in the monthly S&OP process, providing visibility on customer priorities, order status, logistics constraints and service level performance.
- Work closely with Supply Planning, Manufacturing Plants, External Manufacturing, Quality Assurance, Regulatory Affairs and Finance to ensure the successful execution of supply and distribution activities.
- Support the management of product launches, artwork changes, regulatory updates and supply continuity initiatives from a customer service and distribution perspective.
- Monitor and analyze Customer Service KPIs, including service level, on-time delivery, order cycle time and order management performance, promoting continuous improvement initiatives.
- Lead the implementation of process improvements and digital solutions aimed at increasing operational efficiency and enhancing customer satisfaction.
What we are looking for:
- Bachelor's degree in Business Administration or a related field.
- At least 10 years of experience in Customer Service, Order Management or Supply Chain within finished goods manufacturing companies, preferably in the pharmaceutical or healthcare industry.
- Solid knowledge of international logistics, import/export processes and customs regulations.
- Experience in Customer Service processes within complex international supply chain environments.
- Good understanding of Sales & Operations Planning (S&OP) and end-to-end supply chain processes.
- Strong leadership, ability to manage team
- Problem-solving skills
- Data management and analytic thinking
- Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multicultural and cross-functional teams.
- Knowledge SAP 4/HANA, (SD and MM modules and queries)
- Knowledge of Planning Systems
- Microsoft Office applications: Advanced Excel skills, Knowledge of PowerBI and Power Point
- Fluent English, both written and spoken
Applicable CBA: CCNL Chimico Farmaceutico
Salary range: €65.000 - €75.000 gross per year
Variable pay: Eligible for MBO