Supply Chain Manager - Customer Services (Fixed Term Contract - Remote / Home Based)

Jazz Pharmaceuticals is a global biopharma company whose purpose is to innovate to transform the lives of patients and their families. We are dedicated to developing life-changing medicines for people with serious diseases — often with limited or no therapeutic options. We have a diverse portfolio of marketed medicines, including leading therapies for sleep disorders and epilepsy, and a growing portfolio of cancer treatments. Our patient-focused and science-driven approach powers pioneering research and development advancements across our robust pipeline of innovative therapeutics in oncology and neuroscience.

Brief Description: She/He will lead and support projects such as product launch, new system introduction, global expansion, continuous improvement and other new initiatives within the Supply Chain Team. She/He will work closely with the other CS associates and manager to deliver on the agreed business/customer service activities within Region Business Partner Markets. She/He will provide help or back-up if/when necessary for any country for which she/he has received adequate training.

Essential Functions/Responsibilities

• Act as Process Owner for OTC and lead implementation of new projects in Jazz ERP System:
• Act as an SME for the OTC stream and share advice and recommendations to the SAP project team for any new project implementations.
• Anticipate, plan, coordinate and conduct SAP changes and projects for the OTC stream, including Supply chain (SC), Customer Service (CS) and Account Receivable (AR) departments.
• Take into consideration a more global and worldwide approach.
• Lead the EU/international CS team to successfully adapt to the changes and future challenges ahead.
• Be the relay between Global Order Fulfillment Team and SAP Teams.
• Creation of PCRs, presentation to the CAB and Design committee.
• Follow-up on the PCR responses, implementation timelines and communication/training to SC, CS AR once the PCR is approved and implemented.
• Coordinate, run and validate any testing requirements related to SAP projects for the OTC stream.
• Act as a support for OTC team when facing SAP issues.
• Coordinate SAP Trainings for OTC stream.
• Coordinates with other streams and creates collective accountability to deliver projects on time.
• Develops and creates accountability for ERP performance related to OTC, considering overall priorities and global budget constraints.
• Project lead and support within SC Team:
• Leads cross-functional Teams to deliver solutions to complex problems including but not limited to product launch, new system introduction, global expansion, continuous improvement and other new initiatives.
• Provide Business and Project support as required within global SC Team.
• Work closely with supply chain team members to initiate supply chain improvements, develop collective accountability and secure processes optimization and efficiency.
• Coordinate Sales orders:
• Request and check the required documentation needed to dispatch the product.
• Processing orders and coordinate the actions between warehouse, freight forwarder, customs representatives, and customers to ensure that the orders are dispatched in the appropriate temperature conditions and in due time.
• Prepare certificates and paperwork to accompany orders.
• Verify the price and ensure consistency between the orders and the trade agreements/contracts.
• Handle letter of credit and prepare the documents to minimise every potential discrepancy.
• Ensure that every shipment is compliant with our internal policies or any pharmaceutical local requirements.
• Ensure product traceability and stock accuracy in Jazz ERP system.
• Work closely with managers, supply chain team and warehouse to avoid or minimise any potential shortages.
• Act with urgency to resolve logistical problems on a timely basis.
• Respond to customer enquiries in a timely and effective way.
• Manage deviations, complaints or non-conformity files in due time.
• Keep CS procedures updated.
• Optimise shipments when possible to reduce transport costs.
• Work in collaboration with the other CS associates and provide help or back-up if/when necessary for the different countries including but not limited to IPM, France, UK or any country for which he has received adequate training.
• Focus on Customers:
• Act as first port of call for all incoming customer calls.
• Develop and strengthen relationships with customers/buyers, gaining a good understanding of the customer environment.