Senior Customer Service Manager

Position Title: Senior Customer Service Agent/Manager

About: Discover International are working closely with a Clinical Trial Supply Company that specialise in providing temperature-controlled logistics solutions, serving the pharmaceutical, healthcare, and life sciences industries. Their mission is to ensure the safe and compliant transport of sensitive medicinal products, from vaccines to biologics, through a carefully monitored supply chain. With a global reach, they work with the top 20 pharmaceutical companies, delivering end-to-end logistics solutions that meet the strict regulatory requirements of the industry. They pride themselves on offering cutting-edge packaging and transportation technologies that safeguard product integrity throughout the entire delivery process.

Role Overview: As a Senior Customer Service Manager, you will be fluent in Italian, French or Spanish, who will manage relationships with key pharmaceutical clients and ensure the seamless coordination of packaging collection and delivery. The role involves close collaboration with internal teams and external partners to maintain high service standards and compliance with industry regulations.

Key Responsibilities:

• Client Management: Act as the main point of contact for the top 20 pharmaceutical clients, ensuring clear communication and addressing their needs promptly.
• Communication: Communicate effectively in with clients, Clinical hospital sites, internal teams, and external vendors to coordinate packaging collection and delivery.
• Order Management: Oversee the entire logistics process from order receipt to the collection and delivery of temperature-controlled packaging.
• Issue Resolution: Anticipate potential issues in the supply chain and resolve them quickly, coordinating with internal teams to avoid delays.
• Compliance: Ensure all logistics processes adhere to pharmaceutical industry regulations, including temperature control and product safety standards. Maintain thorough documentation to support compliance efforts.
• Process Optimization: Identify and implement improvements in customer service processes to increase efficiency and client satisfaction.
• Reporting: Provide regular updates to senior management, including key performance metrics and potential areas for improvement.
• Team Leadership: Proven track record of managing and building successful teams handling both recruitment and training of junior team members, helping to develop their skills and enhance the overall performance of the customer service department.

Qualifications:

• Language: Fluency in English, Italian, French or Spanish with strong communication skills both verbally and in writing.
• Experience: At least 3 years of customer service experience, ideally in logistics, supply chain, or the pharmaceutical industry.
• Industry Knowledge: Preferably a deep understanding of pharmaceutical logistics, especially related to temperature-controlled packaging and compliance with regulatory standards.
• Problem Solving: Proven ability to handle complex logistics challenges and resolve customer issues in a timely manner.
• Organizational Skills: Strong attention to detail with the ability to manage multiple projects and priorities in a fast-paced environment.
• Leadership: Experience in managing or mentoring a customer service team, with a focus on improving service quality and client relationships.
• Technical Skills: Proficiency with CRM systems, logistics software, and Microsoft Office Suite.

For more information please contact akil.walton@discoverinternational.com