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Senior Order Manager

Basel, Switzerland

  • Salary: Dependent on Experience
  • Job type: Interim/Contract
  • Posted: 27/06/2019
  • Contact name: Christopher Wise
  • Contact number: 01892 612612
  • Ref: 4469

Job description

1 year contract, full time with option to extend

Job Title: Senior Order Manager

Job description:
Provide an enhanced level of responsibility and team support for smooth transactional execution between complex intercompany, intragroup and third party customers and respective suppliers as well as correct system set-up for intragroup supplies and demand review for third party customers. Act as competent counterpart between assigned customers and various functions in order to guarantee high customer service level. Achieve operational excellence in terms of quality, cost and compliance.

Major accountabilities:
General Responsibilities:
§ Monitor and maintain correct system transactions related to order management processes according to defined business cases (e.g. intragroup supplies) based on planning & master data parameters including the up-to-date status of the order at any point in time
§ Prepare and ensure availability of all relevant documentations and approvals needed to guarantee steadily product flow
§ Provide guidance and assist assigned customers for returns, write-off’s, rebates and credit/debit notes according to the established SOPs and guidelines.
§ Perform system bookings for returns and issue credit notes in a timely manner taking into consideration month-end, quarter-end and year-end financial timelines.
§ Define and decide on priorities for physical deliveries in collaboration with Logistics Experts
§ Perform order confirmation and inbound system booking for manually placed orders
§ Guide and support third party service provider PLS
§ Act as single point of contact for escalation issues for your assigned customers, influencing and connecting relevant stakeholders to speed up (system) issue resolution
§ Maintain a proactive and close communication with customers and suppliers aligning daily business to guarantee a high customer service level at all times
§ Facilitate communication of intercompany customers and suppliers in alignment with direct communication principles and actively support in case no direct communication is in place
§ Drive and maintain close relation and involve other functions (Life Cyle Management, QA, Supply Chain, Finance, Artwork, Logistics) to ensure regulatory and quality compliant product supply
§ Strive for constant process and performance improvement by actively participating in cross-functional initiatives
§ Ensure compliance with GMP and regulatory requirements (including record management) and continuous improvement of quality relevant processes within area of responsibility
§ Support and implement new set-ups according to business need (e.g. distribution switches)
§ Ensure correct system set-up and linkage to partner systems and support regular update on supply parameters (e.g. MOQ, LT) for intragroup supplies
§ For intra group supplies, prepare and conduct regular supply review meetings with customers and suppliers according to defined matrix

Major accountabilities in addition to the role Order Manager:
§ Be a role model / reference for the teams for questions related to the operational business
§ Drive best practice sharing for the team
§ Lead and support complex projects within Order Management function, participate in cross functional projects
§ Assess needs, define, describe and implement solutions to achieve process and performance improvements within team, suppliers and customers
§ Analyze assigned KPIs (incl. NOSCEE), identify route causes and drive improvements
§ Oversee day-to-day operations for specified business cases
§ Monitor PLS service performance and identify areas for improvement

Scheduling Role for Cell&Gene Therapies Unit:
• Manage the end to end execution of the global commercial and clinical supply plan based on agreed upon lead times
• Ensure transparency and priorities of orders to adhere to established throughput targets
• Effectively communicate between all global stakeholders (Customer Service Center, Quality Assurance, Apheresis Operations and Global manufacturing sites)
• Establish, manage and communicate the clinical and commercial demand schedule and timelines with internal and external stakeholders
• Manage relationships with couriers to align schedules for incoming and outgoing shipments.
• Responsible for order management in different SAP platforms (Pharma AG, CPO): creation of sales order, order monitoring, order confirmations, maintain inbound and outbound deliveries, remove delivery blocks.
• Batch master creation at CPO and External Supply Operations
• Partner with apheresis operations on site onboarding and mock shipments
• Coordinate with Cell Chain support team on master data and user/support management
• Collaborate with Import/Export groups to minimize potential delays in international shipments
• Schedule, maintain, and assign manufacturing capacity as appropriate to support patient enrollment
• Advise clinical and commercial sites to ensure seamless system data entries to adhere to lead times globally
• Lead weekly scheduling meeting with cross-functional groups
• Lead weekly meeting with Quality Assurance / QP
• Analyze, maintain and prepare reports on key supply chain metrics
• Represent the planning and scheduling function in key supply chain launch and operational meetings

Key performance:
· Customer Service Level (e.g. OTIF)
· Process Performance (e.g. overdue change requests, confirm dates in the past, incomplete Sales Orders, Purchase Orders delivered and not closed, NOSCEE KPIs – OTOR, OTOC, OTOR)
· Customer satisfaction
· No supply failure due to SAP system or order maintenance
· Level of process automation
· End-users trained according to the agreed training plan

Higher education (Bachelor degree) in Supply Chain Management, Business Administration or Industrial Engineering, at least vocational education in commercial professions complemented by additional training in business administration resp. supply chain management

Languages: English & German

· At least 5-7 years of experience in Supply Chain role in Health Care, Consumer Goods, Chemical or another pro-cess industry
· Comprehensive understanding of Supply Chain processes incl. customer service and vendor management
· At least 3 years of experience in SAP usage (advanced user knowledge)
· Good understanding of ERP implementation methodology
· Computer literacy: Office applications (Excel, Power Point, WinWord) and Visio
· Proven project management, ideally in a cross-functional Project

Specific Professional Competencies:
· Advanced knowledge of SAP
· Well structured, strong conceptual thinking and process-orientation
· Can document processes well and good presentation skills
· Must be a confident personality with a can do attitude who is willing to expose issues and work collaboratively across functions to put in place systemic solutions that address root cause and deliver on expected timelines
· Strong analytical, problem-solving and critical thinking skills
· Strong orientation towards actions, solutions and results
· Open communicator, strong influencing skills and team player. Customer (=user) orientation and ability to coach people
· In projects, able to set clear direction and align team and others on common objectives