European O2I & Customer Service Director

BeOne Medicines; Basel; Vor Ort; CHF 187.000 - 233.000; Vollzeit

Zusammenfassung

BeOne Medicines is seeking a Director of Order to Invoice (O2I) Europe to lead end-to-end O2I and Customer Service across Europe, ensuring data accuracy, timely orders and a reliable customer experience.

You will drive NPI readiness, engage cross-functional partners, and ensure governance in line with GMP/GDP requirements and SLAs. This senior role demands international leadership and strong SAP/Esker expertise.

Qualifikationen

• 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.
• 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

Aufgaben

• 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.

Kenntnisse

O2I leadership

SAP 4HANA SD/MM

Customer service

GDP compliance

Cross-functional collaboration

Ausbildung

Engineering University degree

Business Administration University degree

Tools

EskER

Salesforce

Zendesk

SAP S/4HANA

Jobbeschreibung

BeOne Medicines is seeking a Director of Order to Invoice (O2I) Europe to lead end-to-end O2I and Customer Service across Europe, ensuring data accuracy, timely orders and a reliable customer experience.

You will drive NPI readiness, engage cross-functional partners, and ensure governance in line with GMP/GDP requirements and SLAs. This senior role demands international leadership and strong SAP/Esker expertise.