Customer Service Manager – Germany (m/f/d)

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At Gilead we believe every employee deserves a great leader. As a people leader now or in the future, we expect that you will model and create an environment of inclusion, be intentionally focused on the hiring, development, growth and retention of talent, and empower teams to align and achieve goals.

Job Description

Specific Job Requirements

• Manage customer service inquiries as well as maintaining excellent internal and external relationships.
• Manage time-critical named-patient supplies (cell-therapy) in close collaboration with our commercial (Case Management), supply chain and manufacturing partners (GDP/GMP) to secure adequate stocking levels.
• Set up and maintain customer accounts in the system, as well as handling promptly and accurately any account modifications.
• Manage the process of uploading price modifications and rebates according to company guidelines.
• Collaborate with Market Access and Finance teams to address customer inquiries and issues.
• Monitor key performance indicators related to customer service and take corrective actions as needed.
• Processes orders from wholesalers or direct accounts in a timely and accurate manner including tracking.
• Works with Finance (local and Shared Service Centre) to meet month end, quarter end and year end deadlines on time.
• Participate in regular monthly/quarterly business reviews with commercial operations.
• Creates and maintains KPI’s.
• Lead and/or participate in Projects/Initiatives across the organization.
• Support forecast accuracy for all planning activities.
• Drive process improvement and innovation.

Behaviors

• Resilient profile with the ability to deliver in an ambiguous environment.
• Ability to engage and manage multiple stakeholders to achieve the objectives.
• Curious with learning agility.
• Operationally excellent.
• Organized with systematic approach to prioritization.
• Process orientated to achieve the business objectives.
• Able to combine operational and strategical job contents.

Knowledge & Skills

• Previous experience in a Customer Services role within a Pharmaceutical or Supply chain environment.
• Strong communication and interpersonal skills with an ability to influence in a positive manner.
• Good organizational, verbal and written communication skills are required.
• Fluent in German, good English skills.
• Provable Oracle EBS experience or SAP Experience would be beneficial.
• Ability to understand EU Directives (Falsified Medicines Directive (FMD), Good Distribution Practice (GDP)) and impact on Business routines.
• Knowledge of pharmaceutical background and ability to develop and maintain procedural documents (SOP) as well as CAPA measures.
• Excellent understanding of S&OP and S&OE
• Excellent organizational and planning skills to manage and drive projects to completion.
• Excellent understanding of MS office
• Understanding of Quality Management and compliance systems within the pharmaceutical industry.
• Ability to generate appropriate and robust business relationships with customers.

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively “Gilead” or the “Company”) to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law, all employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees And Contractors:

Please log onto your Internal Career Site to apply for this job.