Customer Service Manager 1

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

**Job Summary**:
This role is a management position and ensure that local requirements and activities are achieved by the team in collaboration with sales and production dept. for our RMS division.
The manager ensures the Customer satisfaction, and that Company metrics are achieved through the country order entry.
The resource will be responsible for managing the workloads within the group in relation to the following activities: customer care, pricing and tenders, offers editing, order management and delivery of our range of products.

**Responsibilities**:

- Management and organization of the activities within the CSD Team (5 people)
- Client support throughout the selling process, systematic and direct contact with the clients for custom made project and follow-up; resolution of critical situations and complaints, ensuring root cause analysis of claim and corrective action to prevent reoccurrence
- Overseeing customer complaint process ensure proper documentation; prepare reports and escalate issues
- Punctual analysis to develop new and more efficient automatize processes through SAP and other consoles.
- Continuously develop attitudes, knowledge and skills within the office to meet objectives, identifying individual development needs of the team and sourcing appropriate training
- Point of contact for cross departments projects and work with appropriate stakeholders to ensure correct people are involved and activities finalized (constant collaboration with the Business Developers & Finance Sharing Services)

**Job Qualifications**:
MS Office, SAP, PA and fiscal docs
SalesForce, Arxivar preferred
Management products Master Data, codes, prices, SAP upgrade.
University degree or equipollent title
Fluent in business level English
The ability to travel within the allocated sales region and to attend regional, national or international meetings
Previous experience in the Pharmaceutical & Biotech field is preferred

**About Corporate Functions**
The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.