Customer Service Representative jobs in United Arab Emirates

Acino is a Swiss pharmaceutical company, leader in advanced drug delivery technologies. We have a clear focus on selected emerging markets in the Middle East, Africa, the CIS Region and Latin America, and operate in some of the most dynamic countries of the world. We value courage, commitment, trust and empathy and provide an environment that supports initiative and effort. We are proud to be action oriented and open minded, with a strong focus on quality and product availability, even in remote and hard to reach areas of the world.

The position is based in Dubai, UAE and will report directly to the Regional Manager, UAE. As a Commercial Manager, you will be responsible for driving business growth by developing and executing commercial strategies, managing a team of Key Account Managers and ensuring Acino is and remains a preferred partner for customers.

• Understand the market structure and dynamics to help define, along with the country leadership, the optimum go-to-market with appropriate level of commercial, trade and promo investments across channels and accounts.
• Evaluate revenue potential by brands and accounts using internal data and external market intelligence.
• Identify key stakeholders and decision maker; understand their respective needs, challenges and priorities.
• Identify added value services that Acino can provide to reinforce partnerships and competitiveness.
• Drive KA yearly reviews during which high-quality KA-specific strategy plans are prepared and presented by KAMs.
• Build account-specific portfolio offers which are attractive for customers and profitable for Acino: the right prices (vs competition/for Acino) and the right volume (in-line with gr expectations and account purchasing capabilities).
• Drive RFQ/RFP/Tender processes: define the right prices with the right stakeholders at the right time.
• Forecast accurately and realistically monthly / quarterly and yearly sales objectives at account level.
• Collaborate with Sales, SFE and Marketing teams as well as support functions to ensure alignment and efficiency in execution of internal processes (i.e. forecasting, accruals, etc.).
• Train and manage a team of KAMs able to create and maintain excellent customer relationships with very strong commercial acumen, common sense and product knowledge.
• Coach, develop, improve the commercial team effectiveness by creating a safe and motivating environment for KAMs to develop a winning mindset, perform and achieve their respective objectives.
• Build and maintain strong relationships with key stakeholders and decision maker in private sector.
• Provide highest levels of service to accounts (proactiveness, payments on time, transparency, etc.).
• Ensure achievement of sales targets with appropriate sales orders in line with strategy, country leadership expectations while maintaining reasonable inventory levels in line with account practices.
• Drive yearly agreement making process with 50+ customers across country (ensure offers are available to all KAMs and SMs to enable them engaging in discussions with accounts).
• Provide visibility on product availability and internal / external transparency in case of any foreseen unavailability.
• Regularly monitor KAM / accounts performance (IMS, G2N, inventory, etc.) and provide regular feedback.
• Ensure quarterly / bi-annually business partnership meetings between key accounts and sales leadership.
• Present regular updates (as per UAE sales yearly agenda) of commercial related matters and business performance.
• Strive to enhance the commercial offer year on year, the level and variety of service offered to customers while maintaining sustainable and profitable growth for both customers and Acino.

• Bachelor's degree in Life Sciences, Pharmacy, or related fields.
• 10+ years of experience in pharmaceutical sales.
• 2+ years of similar commercial people management role.
• Ability to combine strategic vision with tactical hand-on execution and a high work capacity.
• Outstanding leadership ability, including ability to motivate employees with different backgrounds and skill levels.
• Stakeholders focused; strong networking is preferable.
• Excellent negotiation, communication and interpersonal skills to effectively engage with customers and build strong and lasting relationships.
• Strong analytical, commercial and financial acumen along with problem-solving abilities.
• Advanced in office suite with ability to do run complex analytics and present them in a simple / digestible way.
• Demonstrated ability to adapt quickly in a fast-paced, ever-changing environment and manage change.
• Proven record of driving business growth and profitability.
• Ethical mindset and commitment to complying with industry regulations and company policies.