Customer Service

Job Description:
At Ferring Pharmaceuticals, we help people around the world build families and live better lives. We are entrepreneurial and innovative, with a global team focused on scientific advances in the areas of reproductive and women’s health, gastroenterology, and urology. Ferring + You is all about working together and sharing ideas, so that we can bring science to life for patients around the world.
Ferring+You
The Customer Service & Supply Chain Manager Italy is responsible for ensuring the continuous availability of products in the market by leading the end-to-end demand planning and replenishment process, coordinating product supply with global manufacturing and supply teams and overseeing the performance of the external logistics provider.
The role is accountable for ensuring an efficient, reliable and compliant supply chain, enabling product availability at the right time while delivering excellent customer service to both internal and external stakeholders; and ensures that products are available at the right time, at the right cost and with the right quality by managing the end-to-end secondary supply chain activities.
The Customer Service & Supply Chain Manager Italy is a pivotal role in the market, reporting to the Financial Head (IB&IT) with functional dotted-line reporting to the SNO WECAN Head, to whom KPIs and functional performance are reported.
Your day at Ferring

• Responsible of all supply chain activities in the region including logistics and distribution, customer service, warehousing, transportation, import-export, inventory management and supply demand planning.
• Manage the cluster secondary distribution in close cooperation with all stakeholders, to ensure optimal quality and cost to deliver Ferring product.
• Monitor and report Supply Chain KPIs.
• Drive local forecast accuracy through an effective Sales & Operations Planning (S&OP) process to support global production planning and ensure the achievement of local commercial objectives.
• Manage operational relationships with pharmaceutical wholesalers.
• Drive continuous operational improvement initiatives across the Supply Chain.
• Coordinate cross-functional activities with Commercial, Finance, Quality, and Logistics teams to ensure the seamless execution of customer-related processes.
• Support commercial initiatives through the effective management of operational agreements, inventory availability, and distribution performance.
• Be responsible for cluster inventory management, including the management of critical supply situations, non-available products, provisioning, product scrapping, shelf-life management, and inventory optimization in close collaboration with Commercial and Sales teams to minimize scrap.
• Act as the primary point of contact for Global and Regional Supply Network Optimization (SNO) teams, coordinating supply, demand, and critical market issues, while serving as the operational relationship manager for the external logistics provider to ensure service excellence and KPI compliance.
• Lead and/or participate in cross-functional and ad hoc projects aimed at improving sales, service levels, and cost efficiency.
• Coordinate the SAP stabilization project in collaboration with local and global SAP teams.
• Collaborate with Regional and Global Supply Network Optimization (SNO), Local Regulatory Affairs, and Commercial teams to ensure market requirements and priorities are met for change implementations and new product launches, ensuring product readiness and effective management of product discontinuations to minimize product scrapping.
• Ensure all Supply Chain activities are performed in compliance with Corporate Policies, Global SOPs, and Good Distribution Practice (GDP) requirements by maintaining procedures and work instructions and supporting local and internal audits.
• Ensure compliance with the Internal Controls matrix for Order-to-Cash (O2C) activities.
  

Customer Service & O2C operational and cross-functional initiatives and tasks:

• Coordinate and supervise the Customer Service team, setting priorities and acting as the escalation point for complex customer, supply, pricing, billing, and logistics issues.
• Support credit recovery activities through the analysis of DSO and aging reports, the review of payment terms, and the monitoring of cash flow impact.
• Coordinate pricing, billing, and commercial condition processes in collaboration with Finance, Tender Office, Controlling, and Commercial Excellence to ensure accurate and efficient Order-to-Cash execution.
  

The role is office-based, with hybrid working arrangements in line with company policy, and is classified under the Italian CCNL Chemical-Pharmaceutical Collective Bargaining Agreement at