Crit is looking for a Customer Operation Analyst for a multinational pharmaceutical company.
SUMMARY : Responsible for managing supply chain planning processes and acting as an integrated link between multiple functions (Demand Management, Sales & Marketing, Customer Service, Planning, Warehousing & Distribution, Finance). The role should ensure optimization of operational flows, performance measurement processes and results while supporting business service agreements
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Manage order from receipt to delivery with the different stakeholders, Product Planner, Finance, Logistic
Provide weekly accurate feedback on the Order Book with expected shipment date and related comments
Ensure delivery on time by following closely products productions with dedicated planners
Identify process gaps & solutions to enhance results.
Identify Action Items to improve monthly indicators.
Maintain and monitor customer collaboration activities / collaborative forecast.
Ensure Export Documentation sent on time to customers
Customer Service Activities
Act as primary contact to customers.
Responsible for order processing
Work with customer, logistics & warehouse to ensure timely delivery taking into account local requirements.
Organize Inspection of the shipment when required (Letter of Credit) and follow up on the Inspection Certificate
Handle Letter of Credit from receiving till documents sent to the bank including collecting all necessary documents and get them legalized by the Destination Country Embassy.
Check all orders related data (codes, prices, order status reports...).
Maintain Customer related data in the appropriate systems.
Verification of credit limits and export license and ensure we are processing as per Trade Compliance Guidelines
Adjustment and maintenance of prices in the system.
Handle import & export shipments and inventory.
Collaborate with the central team and monitor the shipping details.
Generate monthly sales report.
Complete the weekly Operational Report with indication of each line for all open orders as well as indicating reasons for the BO and Get Well Dates
Complete the Monthly Order Fulfillment Report and identify rooms for improvements
Data Integrity: check and correct data accuracy issues with regard to master files.
Code creation proposal and follow up with Manufacturing, RA, Finance and Business
Support daily customer service processes (control of consignment, backorders, low cover)
Support Product Conversions: Ensure new forecasting & order management processes in place as conversions take place and monitor plan locally
Full participation and support of Supply Chain Planning projects
Follow-up releases and labeling priorities with QC
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