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 RFBs.
• 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