Customer Service Manager

Customer Service Manager

Position Summary:

Catalent is a global, high-growth, public company, and a leading partner for the pharmaceutical industry in the development and manufacturing of new treatments for patients worldwide. Your talents, ideas, and passion are essential to our mission: to help people live better, healthier lives. Catalent is committed to a Patient First culture through excellence in quality and compliance, and to the safety of every patient, consumer and Catalent employee.

For the Catalent Pharma Solutions Greendale, IN site, the Customer Service Manager acts as the primary site contact and liaison to manage customer accounts related to supply of commercialized products and services. Primary responsibilities include providing excellent customer satisfaction by ensuring on time delivery through the coordination and execution of customer orders with cross functional teams, demand planning and managing the execution of the order to cash flow process. The Customer Service Manager is responsible for building and maintaining strong customer relationships and creating a consistent positive experience while promoting the Catalent brand with guidance as needed from Senior and Lead Account Managers.

The Role:

• Act as primary customer/site contact for assigned accounts

• Will be considered site point of contact for assigned customer accounts and take ownership for overall facilitation of product supply

• General knowledge and understanding of customer contracts (Supply Agreement/Quality Agreement) including but not limited to firm-zones; purchase order requirements; delivery requirements; limits of liability.

• Ensure customer forecasts are received on the contractually agreed upon periods, challenge customers if orders are not aligned with agreements (such as short lead time or significantly above/below forecast), and follows escalation process for order requests that cannot be resolved one on one with the key customer contact.

• Supports site S&OP process for all assigned accounts.

• Maintains sales orders in the system in line with customer request date.

• Send written order acknowledgment to the customer with firm promise date. Update customers with changes in promise date.

• Manages regular communication with internal and external stake holders through team meetings, utilizing tools included but not limited to customer trackers, email, phone calls and ad hoc meetings as necessary, following escalation path when challenges arise

• Other duties as assigned

The Candidate:

• High School Diploma, required with 3+ years of relevant work experience; or Associate's Degree with 1+ year of relevant work experience

• Basic Microsoft Office experience is required

• Excellent verbal, written and interpersonal communication skills are required

• Understanding of supply chain and related supply chain services is preferred

• Past experience using ERP systems is preferred

• Knowledge and experience in GMP environment is preferred

• Individual may be required to sit, stand, walk regularly and occasionally lift 0-15 pounds

• Demonstrable leadership experience at Catalent (including but not limited to participation in Catalent-sponsored leadership programs such as NGGL, GOLD, LEAD Now, GM Excellence, and GROW) may be considered in place of external experience

Why You Should Join Catalent:

• Several Employee Resource Groups focusing on D&I

• Potential for career growth within an expanding team

• Diverse, inclusive culture

• 152 hours of PTO + 8 Paid Holidays

Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.

Catalent is committed to the health and safety of its employees, visitors and the customers and patients we serve. As a result of the global pandemic, we have modified many of our recruitment and on-boarding processes to maintain everyone's safety. The Human Resources teams will communicate all necessary safety processes and procedures throughout each stage.

personal initiative. dynamic pace. meaningful work.

Visit Catalent Careers (~~~) to explore career opportunities.

Catalent is an Equal Opportunity Employer, including disability and veterans.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to ~~~ . This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Important Security Notice to U.S. Job Seekers:

Catalent NEVER asks candidates to provide any type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the offer process, and we NEVER do so via email or social media. If you receive any such request, DO NOT respond- it is a fraudulent request. Please forward such requests to ~~~ for us to investigate with local authorities.

California Job Seekers can find our California Job Applicant Notice HERE (~~~) .