Customer Operations Coordinator - Zurich

Location: Switzerland - Glattbrugg/Zurich

Division: Supply Chain

Company: Vifor Pharma

Seniority Level: Specialist

Julia Quentmeier

International Talent Acquisition Specialist

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About You

In this position, you are part of the Global Supply Chain department and report directly to the Customer Operations & Demand Management Team. You act as an interface between customers in the dedicated region and cross-functional departments.

Your main tasks are the following:
  • Provide Customer Service and administrative tasks to Distributors and Affiliates of the assigned geographical location
  • Collect updated Rolling Forecast (purchase forecast, in-market sales and stock inventory) from the system and upload them in the ERP system. (SAP/IBP) 
  • Make sure to receive the firm orders from customers according to contractual lead times
  • Inform stakeholders as requested and as appropriate on delayed orders, local stock levels and future demand
  • Assess customer orders upon receipt, process directly or transmit to Order Processing/Export team in a timely manner and acknowledge order to customer (Order-to-Cash)
  • Log OTIF reason code in the system and help preparing OTIF analysis 
  • As a back-up participate to the weekly Product Supply Team : stress and escalate the potential issues (stock-out risk) or opportunities, recommend prioritization of urgent release, liaise with Supply Chain Departments and derive a mitigation plan
  • Archive all documents related to orders in the archiving (eDMS & SAP) system
  • Initiate Change Control and follow-up actions items until CC is closed (eDMS, Trackwise)
  • Track shipment until temperature data loggers read-out are received back, request and follow up quality documents to allow local product release (BRC, Transport Protocol, release statement) 
  • Update Customer master data in the system (e.g. link item code-customer / customer item code description, price, payment terms, incoterm, customer data specific information) 
  • End of month reconciliation/consignment stock and service fee invoicing
  • Collect requests, claims and questions from partners, forward in a timely manner to the concerned departments, ensure efficient follow-up and fast answer from both sides
  • Active participation in Supply Chain Projects and improvement initiatives
  • Participate and contribute to the weekly Product Supply Team meeting
  • Support monthly S&OP / IBP cycle with data preparation and analysis 
The knowledge and skills necessary to perform the duties of this position are typically acquired through the following combination of education, experience and knowledge:
  • University degree in Business Administration, Supply chain, Logistics or similar desired
  • 5 years in an international environment, preferably in a pharmaceutical or medical device company, with proven experience in a customer service and demand management role
  • Proficiency in use of MS Office products (Excel, PowerPoint)
  • Very good knowledge of SAP, ideally IBP demand and other ERP systems such as Infor XA, SAGE is an asset
  • Fluent in English and German or French (written and verbally); Knowledge of any other foreign language is an asset
You are a pragmatic and self-motivated person with strong analytical skills. Thanks to your communication skills and your team spirit, you are able to build trust-based relationships with customers and internal stakeholders. Your high flexibility allows you to work effectively in a cross functional and cross regional environment with different cultures. Able to understand issues from multiple perspectives, you describe yourself as a result-oriented and highly adaptable person. You feel comfortable in a position where you act as an entrepreneur, take decisions and convince others.

About Us

Vifor Pharma Group is a global pharmaceuticals company. It holds a leading position in all its core business activities and consists of the following companies: Vifor Pharma and Vifor Fresenius Medical Care Renal Pharma (a joint company with Fresenius Medical Care). Vifor Pharma Group is listed on the Swiss Stock Exchange (SIX Swiss Exchange, VIFN, ISIN: CH0364749348).

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