Customer Relationship Manager

Port Elizabeth, Eastern Cape, South Africa

Job Description


Overview

  • Lead customer management and customer development in support of the Third Party and CMO strategy.
  • Identification of continuous improvement opportunities.
ResponsibilitiesCustomer management
  • Overall responsibility of the management of existing customers, including new customers as identified by the New Business Development function.
  • Customer interface for all matters, and taking ownership of the communication flow to the customer from the various departments and stakeholders.
  • Monitor quality standards and identify performance failures affecting Customer supply, and ensure that corrective measures are put in place by the relevant departments as a mitigating factor.
  • Manage customer communications, documents and process flow, including RFIs, RFP, RFQ, and RFBxe2x80x99s.
  • Resolve customer issues; whilst always maintaining positive working relationships with all customers.
  • Set up new customers and coordinate with the legal department to support new contracts; maintain/ update existing customer contracts.
  • Onboarding of new customers and the updating of existing customer data, ensuring that the relevant internal departments are informed and that any administrative and system related requirements are updated.
  • Facilitate price negotiations with existing customers with the support of the Head of Commercial and/or Business Development function.
  • Support the Business Development function with the identification of new customers and products in the marketplace.
  • Support the Business Development function with the review of insourcing and outsourcing opportunities.
  • Assist in the drafting of specifications as required and provide advice and guidance to customers on all processes.
  • Review price variances (Order vs Invoice Prices).
  • Ensure adherence to budget and forecasted sales and volumes commitments, important that the agreed internal GP commitments are maintained.
  • Ensure that customers are invoiced on-time and in-line with budget and forecasted commitments.
  • Management of customer meetings and ensuring that the relevant departments and stakeholders are represented to address customer related matters to ensure overall customer satisfaction.
  • Working together with the various departments to ensure that Customer OTIF is achieved.
Risk management
  • Maintain and report on adherence to internal and external compliance requirements.
  • Actively reduce third-party risk exposure.
  • Carry out risk management processes within area of responsibility.
Quality and qualifying products
  • Work with quality teams to ensure that finished product testing is conducted in support of Customer OTIF.
  • Schedule product trials and coordinate samples where required.
  • Planning and coordination
  • Optimise processes, identify gaps in policies, procedures and legislation, and propose changes or improvements to management.
  • Provide technical advice to internal stakeholders.
Reporting and record keeping
  • Maintain repository of customer-related knowledge
  • Maintain complete, compliant documentation of customer-related activities
  • Maintain standards and update SOPs for documentation and filing requirements
Budgeting
  • Manage and optimise use of the budget
  • Provide input into required changes in resources to enable achievement of objectives
  • Monitor, track and report on expenditure against budget
Skills RequiredBackground/experience
  • 6 years' relevant experience in a manufacturing environment, including experience in a customer interfacing role where customer objectives are met.
  • Tertiary Qualification (Pharmacy Degree, and/or Management Degree), or a related discipline
Specific job skills
  • Computer literacy
  • Presentation Skills
Competencies
  • Customer Awareness
  • Meeting Deadlines
  • Making Decisions
  • Planning and Organising
  • Interrogating Information

Aspen Pharmacare

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Job Detail

  • Job Id
    JD1356340
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Port Elizabeth, Eastern Cape, South Africa
  • Education
    Not mentioned