Director Order to Invoice Europe

BeOne Medicines Ltd.; Basel; On-site; CHF 187,000 - 233,000; Full time

Job summary

BeOne Medicines Ltd. Europe is seeking an accomplished Director of Order to Invoice (O2I) and Customer Service to lead end-to-end O2I across Commercial Europe, ensuring regulatory GDP compliance and excellence in master data, order management, invoicing and 3PL interfaces.

You will shape governance, partner with QA, Finance, RA and Commercial teams, develop the European CS function, manage a six-report team across four countries, and steer new product introductions and divestments with a focus

Qualifications

• Minimum 10+ years in finished product pharmaceutical distribution, customer experience and order-to-cash processes.
• Required Education: Engineering or Business Administration University degree.
• Proven experience managing end-to-end O2I & Customer Master Data execution, including customer service performance and regulatory GDP.
• Track record of strong expertise in SAP 4HANA SD/MM modules and in Customer Experience solutions like Esker, Salesforce or Zendesk.
• Knowhow on European requirements like tracking, counterfeiting & serialization.
• Demonstrated experience of international / regional and cross functional matrix working environment

Responsibilities

• Lead the end-to-end Order to Invoice (O2I) and Customer Service operations across Europe, including customer master data, order management, invoicing, returns, complaints, credit notes and rebates.
• Lead and develop the European Customer Service team, ensuring appropriate capabilities, operational excellence and a high-quality customer experience.
• Drive New Product Introduction, divestment and launch readiness from an O2I and customer service perspective.
• Ensure strong governance and compliance with SOPs, GMP/GDP requirements, SLAs and local regulatory requirements.
• Own and continuously improve relevant systems and digital solutions, including SAP S/4HANA, Esker and electronic customer interfaces.
• Monitor performance through key O2I and Customer Service KPIs and drive continuous process improvement.
• Build strong cross-functional partnerships with QA, Finance, GTS, RA, Commercial and Distribution, acting as the voice of Distribution on O2I matters.

Skills

Leadership

Customer service

Project management

Communication

Analytical thinking

Problem solving

Team leadership

Strategic thinking

Education

Engineering or Business Administration University degree

Tools

SAP 4HANA SD/MM

Esker

Salesforce

Zendesk

Job description

BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.

The Director Order to Invoice (O2I) Europe is the rregional SME and accountable leader for the end-to-end Order to Invoice process and Customer Service operations across Commercial Europe.

The role has responsibility for customer master data, sales order management, order release and interface with third-party logistics providers (3PLs), invoicing, back-order management, returns, complaints, credit notes and rebates. The Director also leads regional Customer Service operations, ensuring appropriate organizational capabilities, effective end-to-end processes and a consistently responsive and reliable experience for internal and external customers.

As a key member of the Europe Distribution & Customer Service organization, the Director ensures operational excellence, regulatory and GDP compliance, effective governance and continuous improvement across European markets. The role also provides O2I leadership for New Product Introductions and divestments and acts as a key partner to Quality Assurance, Finance, GTS, Regulatory Affairs and the Commercial organization

Key Responsibilities

• Lead the end-to-end Order to Invoice (O2I) and Customer Service operations across Europe, including customer master data, order management, invoicing, returns, complaints, credit notes and rebates.
• Lead and develop the European Customer Service team, ensuring appropriate capabilities, operational excellence and a high-quality customer experience.
• Drive New Product Introduction, divestment and launch readiness from an O2I and customer service perspective.
• Ensure strong governance and compliance with SOPs, GMP/GDP requirements, SLAs and local regulatory requirements.
• Own and continuously improve relevant systems and digital solutions, including SAP S/4HANA, Esker and electronic customer interfaces.
• Monitor performance through key O2I and Customer Service KPIs and drive continuous process improvement.
• Build strong cross-functional partnerships with QA, Finance, GTS, RA, Commercial and Distribution, acting as the voice of Distribution on O2I matters.
• Lead the resolution of operational issues, complaints and deviations and ensure appropriate management escalation.

Main KPIs

• Sales orders: released & sent to 3PL on time, OTIF, incidents (wrong customer, quantity, price, ...),
• Customer Service: customer queries lead time to solve, track & classify #queries
• Customer master data: created or updated on time, correctly created 1st time, accuracy

Governance: will ensure that processes and procedures are followed within all given guidelines, and that roles & responsibilities are adhered to within BeOne Europe protocols using RACI, SOPs, Working Instructions, GMP/GDP requirements and existing SLA or SOW agreed with each country and/or external partner.

Learn & develop a deep understanding of markets dynamics, local regulatory / governmental requirements, QA needs & GDP standards relating to distribution

Become the voice of distribution within BeOne on O2I matters. Participate and lead key meetings (weekly/monthly/quarterly) with own team, internal & external customers and other stakeholders or partners linked to O2I operations.

Qualifications

• Minimum 10+ years in finished product pharmaceutical distribution, customer experience and order-to-cash processes, systems & duties, with the ability to operate effectively in evolving structures and ambiguous environments.
• Required Education: Engineering or Business Administration University degree.
• Proven experience managing end-to-end O2I & Customer Master Data execution, including customer service performance and operational compliance in a GDP environment.
• Track record of strong expertise in SAP 4HANA SD/MM modules and in Customer Experience solutions like Esker, Salesforce or Zendesk
• Knowhow on European requirements like tracking, counterfeiting & serialization
• Key User ability and participation into URS and SAP/ESKER roll outs is a key asset.
• Demonstrated experience of international / regional and cross functional matrix working environment
• Experience in launch readiness, new distribution models, wholesalers, Stock in Trade management, invoicing schemes, gross to net or business scale-up environments is highly valued.
• Fluency in both verbal and written English and any other European language

Supervisory Responsibilities

Yes, team of 6 direct reports located in 4 different European countries

Ethics

Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Planning/Organizing

Prioritizes and plans work activities; Uses time efficiently. Completes administrative tasks correctly and on time. Follows instructions and responds to management direction.

Communication

Listens and gets clarification; Responds well to questions; Speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively.

Teamwork

Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed. Contributes to building a positive team spirit; Shares expertise with others.

Adaptability

Able to adapt to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Deals with frequent change, delays, or unexpected events.

Dependability

Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Quality

Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Analytical

Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Problem Solving

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Project Management

Communicates changes and progress; Completes projects on time and budget.

Expected travel time requested: Approximately 20% of time

Salary Range Switzerland: 186,600.00 CHF - 233,300.00 CHF

Global Competencies

• Fosters Teamwork
• Provides and Solicits Honest and Actionable Feedback
• Self-Awareness
• Acts Inclusively
• Demonstrates Initiative
• Entrepreneurial Mindset
• Continuous Learning
• Embraces Change
• Results-Oriented
• Analytical Thinking/Data Analysis
• Financial Excellence
• Communicates with Clarity

We are proud to be an equal opportunity employer. BeOne does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.