Company Description
Santen is a specialized company with a proud 130-year heritage focused exclusively on eye health. As a Japan-originated, global company with our footprint in over 60 countries and regions, our mission is to provide essential and significant value to patients and society through our products and services created from our expertise in ophthalmology and from the patient’s perspective.
Job Description
To ensure seamless customer operations by managing processes, improving customer satisfaction, and maintaining high standards of service delivery of assigned country portfolios, maintaining a customer centric approach. Supervising the outsourced Customer Service activities and improving key performance indicators.
What You Will Do
- Oversee daily operations to ensure efficient and effective customer service
- Coordinate with various departments to streamline processes and resolve customer issues promptly
- Carry out all order-to-cash activities such as, but not limited to sales orders, credits, returns, backorders, invoicing, blocked orders for invoicing & goods allocation
- Monitor customer feedback and implement strategies to enhance customer experience
- Address and resolve customer complaints in a timely and professional manner
- Communicate with the local commercial organization on specific customer requests/needs as and when needed
- Manage and mitigate the impact of supply chain disruptions, such as delays or shortages, by expediting transportation of goods via the Fast Track Process when necessary
- Develop and document standard operating procedures (SOPs) for customer operations
Qualifications
What you will bring to the role
- Minimum of 2 years of experience in customer operations or a similar role.
- Previous professional experience in Pharmaceutical Environment, Medical Device or Life Science industry
- Capable of overseeing daily customer service operations for the designated region and, at times, on an EMEA level. Identifies bottlenecks in processes and resolves them through problem-solving or escalation as needed to ensure uninterrupted service to customers.
- Exhibits a strong understanding and proven application of process optimization. Able to define specific problems within a process using methodologies such as process mapping and root cause analysis, provide analytics to support the theory, and present solutions to stakeholders, steering committees, or upper management.
- Demonstrates the ability to communicate clearly and concisely, both verbally and in writing, with higher management and peers
- Proficiency in managing daily customer service operations, identifying and resolving bottlenecks, and ensuring uninterrupted service.
- Competence with relevant software and tools, particularly SAP, to ensure all operational activities align with the order-to-cash framework.
- Fluent or excellent level of English + Other European Language (Spanish preferable)
Ready to make a difference?
Apply today and help us shape the future of eye health.
Additional Information
Grow your career at Santen
A career at Santen is an opportunity to make a difference. We aspire to contribute to the realization of “Happiness with Vision” by providing eye health products and services to patients, consumers, and medical professionals around the world. Guided by our CORE PRINCIPLE, “Tenki ni sanyo suru”, Santen is engaged in the global research & development, manufacturing, and sales and marketing of pharmaceutical products in ophthalmology. We have team members around the world using their diverse talents to unlock new modalities and drive innovations for patient outcomes, education and treatment. At Santen, we believe in empowering all our team members with flexible ways of working and a highly inclusive work environment.
The Santen Group is an Equal Opportunity Employer. We are committed to building diverse teams and ensuring a safe and inclusive physical and virtual workplace for every one of our team members. All employment decisions are based on business needs, role requirements and individual qualifications regardless of race, color, ethnicity, national origin/ancestry, religion, sexual orientation, gender, gender identity/ expression, age, disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
If you require any kind of accommodation during our recruitment process, please let the recruiter from our team know.
