Customer Service Manager 1

Customer Service Manager 1 Req ID #:  214528 Location: 

CALCO, IT, 23885 MILANO, Milan, IT, 20122 For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about. Job Summary

This role is a management position and ensure that local requirements and activities are achieved by the team in collaboration with sales and production dept. for our RMS division.

The manager ensures the Customer satisfaction, and that Company metrics are achieved through the country order entry.

The resource will be responsible for managing the workloads within the group in relation to the following activities: customer care, pricing and tenders, offers editing, order management and delivery of our range of products.

Responsibilities: Management and organization of the activities within the CSD Team (5 people) Client support throughout the selling process, systematic and direct contact with the clients for custom made project and follow-up; resolution of critical situations and complaints, ensuring root cause analysis of claim and corrective action to prevent reoccurrence Overseeing customer complaint process ensure proper documentation; prepare reports and escalate issues Punctual analysis to develop new and more efficient automatize processes through SAP and other consoles.  Continuously develop attitudes, knowledge and skills within the office to meet objectives, identifying individual development needs of the team and sourcing appropriate training  Point of contact for cross departments projects and work with appropriate stakeholders to ensure correct people are involved and activities finalized (constant collaboration with the Business Developers & Finance Sharing Services) 

  Job Qualifications

MS Office, SAP, PA and fiscal docs

SalesForce, Arxivar preferred

Management products Master Data, codes, prices, SAP upgrade.

University degree or equipollent title

Fluent in business level English 

The ability to travel within the allocated sales region and to attend regional, national or international meetings

Previous experience in the Pharmaceutical & Biotech field is preferred

About Corporate Functions 

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. 

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 86% of the drugs approved by the FDA in 2021.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran or disability status.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

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