Customer Facing And Partner Logistics Head

Job Title Customer Facing and Partner Logistics Head

Job Duration 9 Months

Job Location Bridgewater, NJ

Job description Head, Customer Facing and Partner Logistics is responsible to manage the platform directly responsible and accountable for customer facing activities and resolving customer issues by coordinating between customers and other O2C related functions. Has 360° visibility on the order to cash process allowing proactive communication and preventive actions to sustain seamless levels of customer service. Review service levels with Customers periodically and build action plans to improve. Responsible for managing the Customer account management team and customer contact center. Head is also responsible to drive a collaborative & value-creating customer facing strategy with Trade Partners to ensure trade and supply excellence.

Job Duties and Responsibilities Partner Logistics Function Internal Supply Chain Trade SC Collaboration Develop strategy & tactical approach with Trade Management: Reduce costs, improve service levels & facilitate growth through SC Collaboration with key Trade partners. Facilitate regional & country SC Collaboration communications with One Trade

Leading Edge Trade SC Best Practice Identify, develop & test new best practice (possibly from outside pharma industry or region). Include in Global SC Collaboration if proven as value-creating

SC Focal Point for driving value into the supply chain-Transportation, Vendor Management Act as SC focal point for Global and local transportation and consolidation of 3PLs e.g FedEx. Drive a collaborative & value-creating SC strategy. Be the escalation point for country circumstances. Benchmark best practice & drive performance inter-country

Internal One Trade SC Focal Point for Global Key Accounts Drive a collaborative & value-creating SC strategy with Trade Partners fully aligned with Global Trade strategy. Governance for Country level collaboration. Ensure alignment with GKA responsible

Focal Point for Wholesale Key Accounts Act as primary focal point / key account manager for wholesale key accounts. Drive a collaborative & value-creating strategy with Trade Partners fully aligned with Global & Trade strategy. Governance for Country level collaboration. Drive value through developing broader business strategy with key regional functions (Supply Chain, Trade / Commercial, GEM BU, DCV BU, Genzyme BU, Finance, IS, Quality)

Global Supply Chain Global SC Collaboration Work within cross-regional SC team to develop Global SC Collaboration best practice, alignment & metrics

Specific Country SC Support Member of regular business review team with other countries. Extended support to countries on a case-by-case basis for any Trade related SC topics or projects

Account Management Team Responsibilities Ad hoc meetings with trade customer, as needed based on the need to build relationships and solve issues

External customer focus, serve as front line contact for Wholesaler / Distributor / Retailer

Responsible for coordinating all trade terms / return policy changes by working with all internal and external stakeholders

Manage Winthrop failure to supply and contract management as it pertains to returns and deductions

Conduct monthly wholesaler reviews consisting of customer service / order and downstream returns management

Order management based on Failure to supply / back order report and downstream channel inventory

Build and maintain customer service scorecard wholesaler / Distributor

Manage the relationship with the GBU's and the contracts team for new and existing contracts

Conduct wholesaler customer service surveys and work with appropriate team members on integrating feedback into activities and process improvement

Conduct contract review, review of distribution model, and pricing for all the brands by holding monthly meetings with contracts team

Centralize the relationship with customers for Order to Cash process (Order to Serve & CI2C) :

Provide visibility on the status of customer orders, deliveries, invoices, and claims

Proactively inform the customer about order issues such as out of stocks

Maintain a record of the most common issues and problems and their solution status

Accountable for the issues and requests from their customers to ensure they are solved on time

Identify Service Strategy opportunities Collaborate with Service Strategy Manager hand in hand to detect and implement Service Plans

Monitor Customer compliance to agreed service level terms Collaboration with Claims management and Reverse Logistics (Returns & Refusals) SPOC for Customer Calls (for Order to Cash topics)

Forward claims information to Claims Registering for its registering in CCM

Claims resolution communication to customer as per customer service catalogue

External customer focus, team serves as front line contact for wholesaler / Distributor

Manage DQSA customer interface and seek ASN issue resolution quickly

Manage Winthrop failure to supply and contract management as it pertains to returns and deductions

Conduct monthly wholesaler reviews consisting of customer service / order and downstream returns management

Winthrop order management based on Failure to supply / back order report and downstream channel inventory

Build and maintain customer service scorecard wholesaler / Distributor

Management of divestiture contract agreement as it pertains to returns management

Conduct wholesaler customer service surveys and work with appropriate team members on integrating feedback into activities and process improvement

Manage the relationship with brand teams and host monthly business reviews to review service levels and strengthen brand relationships

Contract liaison for best practice and process alignment

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