Senior Manager Customer Service

For the expansion of our team, argenx is looking for a Senior Customer Service Manager, for its European operations based in Belgium or Switzerland. In this newly created function the new colleague will be acting on the E2E Customer Operations, from system set up and entry point for orders, to end delivery to customers and associated transactions. In this position the Senior Manager Customer Service will also manage queries & needs for internal as well as external customers and provide solutions to problems that may occur and ensure that management is informed of any deviation (operational or Quality assurance related), occurring in the daily operations.

The Senior Customer Service Manager will also work closely with the cross functional teams (Finance, Supply Chain, Quality, Regulatory, etc…) LRD’s, ensuring operations are handled as per SOP’s for the coordination of inbound and outbound logistical operations including inventory management, warehousing and transportation to ensure the supply of goods and products to third party customers. It is essential for this role to develop a strong relationship and understanding of local regulatory/governmental requirements, QA needs & GDP standards relating to distribution, and local market needs.

This in a fast-paced work environment to which the position also requires a willingness to set up processes where non may exist.

Key Accountabilities/Responsibilities:

The position will have the following key responsibilities:

• Responsible for all order-to-cash (O2C) activities such as sales orders, credits, returns & destructions, backorders, Invoicing, blocked orders for invoicing & goods allocation

• Secure order operations for all LRD’s and 3rd party customers and report business progress to senior management

• Responsible for the integrity of the financial transaction (O2C) linked to any movement of finished products

• Work closely with the corporate and Local Finance teams to ensure smooth delivery of all O2C processes, and that related specific SLAs are met

• Responsible to manage distribution operations performed out of Distribution Center Relationship with 3rd party logistic providers (Service, Cost, Quality)

• Ensures Financial and Tax Compliance of Legal Entity transactions related to the scope of activity (O2C transactions)

• Responsible for seamless and optimized physical distribution to markets in the scope of activities

• Responsible to ensure full respect of GMP’s, GDP’s, Policies and SOP’s in daily activities

• Participate in maintaining the quality system

• Responsible to reconcile orders received, shipped and delivered with 3PL

• Responsible to reconcile orders sent from LRD to 3PL with LRD

• Ensuring that transport to each country is within the required SLA

• Month End Reconciliation (inventory management, replenishment, safety stock, reporting)

• Leading QBR with internal stakeholders as well as external vendors 3PL

Management impact

• Responsible to build and secure our operations for the selected EU markets

• Responsible to report progress to senior management

• Responsible to define and implement a global customer approach

• Indirectly responsible for avoiding stock out

• Responsible for the development and implementation of projects to reduce logistic costs within scope of activity

• Responsibility for seamless and optimized physical distribution to markets in the scope of activities

• Responsible to implement policies to ensure compliance vs national and international regulations within scope of activity

Reporting

• Reports to: Head of Technical Operations & Distribution – EMEA

Desired Skills and Experience:

• Strong interpersonal and negotiation skills to be able to engage confidently with key stakeholders at all levels across the organization

• Good communicator

• Strong understanding of Pharmaceutical or Biologics manufacturing and cGMP processes, as well as new product introduction

• Knowledge of GDP requirements

• Ability to understand and work with a number of different cultures

• Be customer focused, respectful, have high integrity; be open & honest and excellent at execution.

• BS required

• Fluent in English, an additional language required, German preferred

• Ability to work with CMO’s to ensure on time resolution of problems while maintaining good working relationship with all partners

• Must be effective in influencing decisions and multi-functional priority across organizations and partners.

• Ability to analyze and interpret information about the supply chain for effective and successful resolution of problems that occur because of inadequate supply or incorrect forecast

• Travel 30% of the time

Offer:

• A competitive salary package with benefits;

• A work environment in a human-sized, dynamic, rapidly growing biotech company