Customer Experience Manager

For a leading Greek pharmaceutical company.

Responsibilities

• Manage the end-to-end customer order process, from receipt of the order through internal submission and planning.
• Act as the primary customer-facing coordinator throughout the launch process, tracking launch timelines, forecasts and purchase orders.
• Provide structured and proactive customer service throughout the order and supply cycle.
• Prepare and distribute monthly open-order reports to customers.
• Communicate production, packaging, release and delivery timelines, including any delays, changes or potential risks proactively.
• Prepare customer-specific reports and organize regular monthly calls and / or meetings with customers to review deliveries and potential challenges.
• Develop service procedures and standards.
• Establish a service mind within the organization by implementation necessary processes.
• Keep accurate records and document customer service actions and discussions.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Analyzing price and MOQ change requests from customers by evaluating margin impact and potential incremental volume, and competitor price levels.
• Identify opportunities to grow the revenue and business portfolio based on deep market understanding and customer insights.
• Analyze statistics and prepare monthly a