Customer Experience Manager (Pharma)

About this job

For a leading Greek pharmaceutical company. Responsibilities • Manage the end-to-end customer order process, from receipt of the order through internal submission and planning. • Act as the primary customer-facing coordinator throughout the launch process, tracking launch timelines, forecasts and purchase orders. • Provide structured and proactive customer service throughout the order and supply cycle. • Prepare and distribute monthly open-order reports to customers. • Communicate production, packaging, release and delivery timelines, including any delays, changes or potential risks proactively. • Prepare customer-specific reports and organize regular monthly calls and / or meetings with customers to review deliveries and potential challenges. • Develop service procedures and standards. • Establish a service mind within the organization by implementation necessary processes. • Keep accurate records and document customer service actions and discussions. • Keep ahead of industry’s developments and apply best practices to areas of improvement. • Analyzing price and MOQ change requests from customers by evaluating margin impact and potential incremental volume, and competitor price levels. • Identify opportunities to grow the revenue and business portfolio based on deep market understanding and customer insights. • Analyze statistics and prepare monthly and ad hoc reports and presentations for communicating sales progress, results and business activity. • Participation in the Budget creation process. Requirements • Bachelor's in Commercial, Pharmaceutical or any Science related field. A Master’s degree is an advantage. • Minimum 2 years of relevant experience in BD, Supply Chain or Customer Service positions. • Demonstrated ability to build and maintain long-term, trust-based relationships with clients. • Excellent verbal and written communication skills. • Ability to collaborate with internal teams and external stakeholders effectively. • Advanced MS Office skills. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Strong negotiation and conflict-resolution skills. Benefits • Annual Gross Compensation: Base Salary €35.000 - €45.000 • Career development opportunities within a growing pharmaceutical company with an international presence.