Wholesale Account Manager /Customer Service Manager at Novartis

About the job
Job Description

Purpose:

Establish a clear and effective Business partnership with wholesalers for Access processes within the CPO to ensure adherence and sustainability of the defined standards.

• To ensure the highest possible levels of customer service is in place, whilst optimizing inventory level throughout the chain.
• Manage the business relationship and activities
• with key wholesalers in order to foster and obtain the sales forecast and inventory target.
• Responsible for ensuring a timely implementation of all Life Cycle projects as launches/ changes/ transfers/divestment by
• coordination of involved stakeholders from different functions

Major Accountability:

• Responsible for wholesale sales forecasting and planning
• Ensures right level of SKU Inventories at the next point of the supply chain.
• Leads action plans to achieve sales and supply performance target as well as drives for continuous improvement.
• Prepare and facilitate weekly Sales outlook meeting
• Acts as point of contact between Wholesaler and Third party Logistics for Supply and customer services related activities
• Manages customer’s backlog and backorders and ensure direct communication with Customer and stakeholders.

Wholesale visits and reviews

• Logistics fee contract owner and ensure monthly processing and payment of Log Fees
• Monthly update of sales files, Undelivered reports and Stock In Trade
• Ensure all month end activities are coordinated within customer service and completed within reporting timelines.
• Research and resolve escalated problems and issues, including issues related to order management, accounting and invoicing.
• Communicate status of problems and solutions to customers and other appropriate parties.
• Is responsible for creating and maintaining SLAs with related Planning Parameter setup in alignment with the customers.
• Support and co-ordination of various pricing tasks including but not limited to annual SEPA submission, RFQ’s and PricePro verification
• Support Public sector KAM team as required on tender management

Key Performance Indicators:

• Sales Revenue
• Sales Forecast Accuracy
• Customer Service Level
• Compliance with order management deadlines.
• NFCM control results related to customer service

Minimum Requirements

Ideal Background:

• Customer Services/Key Account Manager
• Supply Chain
• Procurement