At a Glance
- Tasks: Lead and innovate in customer service for a global biotech company.
- Company: Join Bavarian Nordic, a leader in life-saving vaccines.
- Benefits: Flexible remote work, competitive salary, and professional growth opportunities.
- Other info: Collaborative culture focused on protecting lives and improving quality of life.
- Why this job: Make a real impact on global health while advancing your career.
- Qualifications: 7+ years in customer service management, preferably in healthcare.
The predicted salary is between 104000 - 140000 £ per year.
Location: Remote – East Coast Preferred
Department: North America Supply Chain
Reports To: Senior Director, Head of North America Supply Chain
Salary Range: $145k - $190k
About Bavarian Nordic
At Bavarian Nordic, we are dedicated to protecting lives and advancing global health through innovative vaccines. As a global leader in smallpox and mpox vaccines, our growing portfolio includes market-leading vaccines against rabies, chikungunya, cholera, and typhoid. Our mission is simple: to improve quality of life worldwide by preventing infectious diseases. We are headquartered in Denmark and have offices across Europe and North America.
Position Overview
We are seeking a strategic and experienced Senior Manager of Customer Service to build our North America Supply Chain Customer Service Organization, and to also manage and provide strategic and operational oversight of all customer service, customer operations, and customer trade activities in our North America Markets (United States and Canada). The Sr. Manager will be responsible for creating and implementing a North America Customer Service & Trade Relations Strategy that is aligned with North American commercial strategies, creating customer centric processes and operating models, and managing customer service & trade operations. The Senior Manager will also be responsible for channel and inventory management and enabling value-added partnerships with distributors & wholesalers to ensure our products are accessible to all end customers. The senior manager will collaborate across local and global functions to maximize customer satisfaction, retention, and growth, build strong client relationships, while identifying new opportunities to deliver value.
Key Responsibilities
- Set NA customer service & trade strategy (U.S./Canada) aligned to Bavarian Nordic’s commercial goals
- Lead NA customer service and trade operations, including managing customer service coordinators and day-to-day inquiry handling
- Design and improve customer-centric processes and operating models across functions to support the NA business
- Drive customer experience and satisfaction improvements by defining, tracking, and reporting KPIs with partners (Commercial, Finance, etc.)
- Own escalations and complex inquiries across end customers (physicians, hospitals, pharmacies, clinics), wholesalers/distributors, patients, and 3PLs—resolving issues quickly while maintaining relationships
- Manage trade operations, channel, and inventory performance with wholesalers/distributors to ensure product availability, including:
- Build and maintain key wholesaler/distributor relationships
- Monitor orders/inventory; proactively prevent stock-outs/omits
- Hold partners accountable to SLA inventory expectations
- Develop order/inventory trend analyses to drive proactive actions
- Support negotiation and renewal of wholesaler/distributor SLAs
- Analyze inquiry trends and implement proactive issue prevention/resolution with commercial partners
- Ensure SLA compliance and performance management across daily operations and service metrics
- Lead training and communications for internal/external partners on new products or changes to service requirements
- Establish a customer feedback program (survey, analyze, and action insights) to improve products/services
- Build cross-functional stakeholder alignment to resolve order/service escalations and improve customer-facing tools, processes, and communications/materials
- Develop and coach the team through training, mentoring, performance feedback, and corrective action as needed
Tasks
- Strategic and enterprise-wide thinking
- Ability to manage operational tasks
- Excellent verbal and written communication skills
- Experience using customer management tools such as Dynamics 365
- Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month
- Effective and proactive problem-solving skills
- Able to operate autonomously in a fast-moving environment
Qualifications
- Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering or a related field
- A minimum of 7+ years in customer service management or customer support with also a background in trade relations and operations
- A minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience
- A minimum of 3+ years in people management
- Customer Service experience in North America, especially in the US market
- Prior experience in establishing customer service-related processes & operating models
Why Join Us
Join a passionate, mission-driven global biotech committed to protecting lives. At Bavarian Nordic, you’ll find a collaborative culture, flexible work environment, and opportunities for ongoing professional development and growth.
Equal Opportunity Employer
Bavarian Nordic is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Senior Manager, North America Customer Service in North East employer: Bavarian Nordic Group
At Bavarian Nordic, we pride ourselves on being a mission-driven global biotech company dedicated to protecting lives through innovative vaccines. Our collaborative culture fosters a flexible work environment that prioritises employee growth and development, making it an excellent place for professionals seeking meaningful and rewarding careers in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, North America Customer Service in North East
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Bavarian Nordic or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching Bavarian Nordic’s mission and values. Show us how your experience aligns with our goal of protecting lives through innovative vaccines. Tailor your answers to reflect our commitment to customer service excellence.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you’ve improved customer satisfaction or resolved complex issues. We love hearing about your proactive approach to challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team at Bavarian Nordic.
We think you need these skills to ace Senior Manager, North America Customer Service in North East
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Manager role. Highlight your experience in customer service management and trade relations, as well as any relevant achievements that align with our mission at Bavarian Nordic.
Showcase Your Skills:We want to see your strategic thinking and problem-solving skills shine through. Use specific examples from your past roles to demonstrate how you've improved customer satisfaction or streamlined operations.
Be Clear and Concise:Keep your application clear and to the point. Avoid jargon and ensure your writing is easy to read. We appreciate straightforward communication, especially when it comes to customer service!
Apply Through Our Website:Don’t forget to submit your application through our official website. This helps us keep track of all applications and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bavarian Nordic Group
✨Know Your Customer Service Strategy
Before the interview, make sure you understand Bavarian Nordic's customer service strategy and how it aligns with their commercial goals. Be ready to discuss your own experiences in developing customer-centric processes and how you can contribute to their mission of improving quality of life through innovative vaccines.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, particularly in customer service or trade operations. Highlight your ability to mentor and develop staff, as well as how you've handled escalations and complex inquiries.
✨Demonstrate Analytical Thinking
Bavarian Nordic values data-driven decision-making. Be prepared to discuss how you've used data to analyse trends in customer inquiries or inventory management. Share specific examples of how your analytical skills have led to improved customer satisfaction or operational efficiency.
✨Align with Their Values
Familiarise yourself with Bavarian Nordic's core values and mission. During the interview, express how your personal values align with theirs, especially regarding protecting lives and advancing global health. This will show that you're not just a fit for the role, but also for the company culture.
