Customer Experience Supervisor (Pharma)

A well-known Greek pharmaceutical company with a rich history and significant legacy in the pharmaceutical field of generic medicines.

Responsibilities

• Take ownership of customers issues and follow problems through to resolution.
• 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, market trends and apply best practices to areas of improvement.
• Analyzing price change requests from customers by evaluating margin impact, potential incremental volume, and competitor price levels.
• Manage new business agreements (CMO and out-licensing) by coordinating requirements, developing, and negotiating contracts and integrating contract requirements with business operations.
• Establish a clear territory plan which focuses on bringing in new CMO business.
• Analyze territory and account data, and then develop and implement strategic and tactical account plans to maximize revenue and profitability.
• Define and negotiate the terms of the contracts/programs and ensure support and approval from all stakeholders both internally and externally.
• Collaborate with internal stakeholders to design, implement and deliver marketing, business development and business driven communication strategies.

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

• Competitive remuneration package, including benefits

• Ability to become part of one of the most dynamic and prospective teams in the Pharmaceutical industry in Greece
• Continuous opportunities in advancing personal and career goals