Customer Facing and Partner Logistics Head

Customer Facing And Partner Logistics Head

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 Fed Ex. 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

Oversee a team of employees responsible for customer service related account management consisting of the following key 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
• 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…