Customer Service Manager

The Customer Service Manager with experience in the animal care sector will oversee resources and logistics required for effective service delivery at client sites. Will also be responsible for planning and managing customer service operations, analyzing commercial data, and identifying areas for improvement.

Essential Functions

• Lead team management activities, including staffing, performance evaluation, and development.
• Collect and analyze commercial data to inform business strategies.
• Propose solutions outside standard parameters to address complex manufacturing processes involving technical and interdependent production cycles, leveraging technical expertise and analytical skills.
• Maintain knowledge of industry best practices and integrate them within the department; stay informed of market competition and unique differentiators.
• Serve as the primary point of contact for customers, ensuring timely and satisfactory resolution of issues across the designated region, product line, or coverage area.
• Gain in-depth understanding of assigned region, product lines, or services, acting as the bridge to internal functions to ensure comprehensive support for customers.
• Establish and maintain ongoing technical and business relationships with clients within assigned geographic regions or coverage areas.
• Act as a mentor for less experienced colleagues and may lead smaller projects with minimal risk and resources. Facilitate team alignment on goals and manage performance expectations, occasionally addressing sensitive matters.

Requirements

• Bachelor’s Degree in Business Administration or a related field.
• Advanced English proficiency (C1 level).
• Prior experience in the pharmaceutical industry is highly desirable.
• Proven experience in planning and executing service outages.
• Familiarity with contractual and transactional service agreements.
• Strong organizational and communication skills.
• Client-oriented mindset with a proactive and dynamic approach.
• Demonstrated leadership skills and ability to work well in a team environment.
• Excellent interpersonal abilities.

Place of work