Senior Manager Customer Service

For the expansion of our Distribution team, argenx is looking for a Senior Manager Customer Services.

PURPOSE OF THE FUNCTION

The Senior Manager Customer Service will work closely with the direct colleagues as well as 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.

ROLES AND 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 and within each country is according to the required SLA

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

Leading QBR with internal stakeholders as well as external vendors e.g. 3PL

Support the expansion of argenx into new markets

Support the Commercial teams in managing our distributors

Help launch new products and manage the roll out of those products to different markets

Support and/or lead as applicable argenx development projects as directed

Management impact

Responsible to build and secure our operations for the selected 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

SKILLS AND COMPETENCIES

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

Knowledge of GDP requirements

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

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 knowledge required

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

Ability to work collaboratively and effectively together within cross-functional teams and networks

Demonstrated communication skills, within a multi-cultural and multi-lingual global environment

Is agile and demonstrates adaptability, comfort with ambiguity, trust-building, and resilience

Derives energy from operating in a dynamic, complex, fast-moving, and frequently changing bus