Supply Chain Manager - Customer Services (Fixed Term Contract - Remote / Home Based)

Jazz Pharmaceuticals; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Jazz Pharmaceuticals is seeking an experienced SAP/OTC Project Lead within the Supply Chain Team in London. You will own OTC processes, drive SAP changes, and coordinate cross-functional projects such as product launches and global expansions.

A strong background in pharma, export controls, LC management, and ERP performance is essential. You will lead EU/international CS activities, train teams, and ensure compliant, timely delivery of orders while maintaining excellent customer service across

Qualifications

• Strong SAP knowledge and project management experience in pharma.
• Experience with export procedures, customs, and letters of credit.
• Background in temperature-controlled shipments and ERP systems.
• Bachelor’s degree or equivalent; excellent English communication.
• Ability to work cross-functionally in a multinational environment.

Responsibilities

• Act as Process Owner for OTC and lead SAP project implementations.
• Coordinate SAP changes for OTC, SC, CS, and AR departments.
• Lead EU/international CS team and liaise with Global Order Fulfillment.
• Prepare PCRs and present to CAB/Design committees; track timelines.
• Coordinate trainings and support OTC teams during SAP issues.
• Lead cross-functional teams to deliver product launches and expansion.
• Ensure shipments comply with internal policies and local pharma requirements.
• Develop ERP performance metrics and sustain customer-focused service.

Skills

SAP

Project management

Export procedures

Customs knowledge

Letter of credit management

Temperature-controlled shipping

Pharma industry experience

English communication

Cross-functional collaboration

Multicultural teamwork

Education

Bachelor's degree or equivalent

Job description

Brief Description:

She/He will lead and support projects such as product launch, new system introduction, global expansion, continuous improvement and other new initiatives within the Supply Chain Team. . She/He will work closely with the other CS associates and manager to deliver on the agreed business/customer service activities within Region Business Partner Markets. She/He will provide a help or back-up if/when necessary for any country for which she/he had received an adequate training.

Essential Functions/Responsibilities

Act as Process Owner for OTC and lead implementation of new projects in Jazz ERP System:

• - Act as an SME for the OTC stream and share advise and recommendation to the SAP project team for any new project implementations.
• - Anticipate, plan, coordinate and conduct SAP changes and projects for the OTC stream, including Supply chain (SC), Customer Service (CS) and Account Receivable (AR) departments.
• - Take into consideration a more global and worldwide approach.
• - Lead the EU/international CS team to successfully adapt to the changes and future challenges ahead.
• - Be the relay between Global Order Fulfillment Team and SAP Teams.
• - Creation of PCRs, presentation to the CAB and Design committee.
• - Follow-up on the PCR responses, implementation timelines and communication/training to SC, CS AR once the PCR is approved and implemented.
• - Coordinate, run and validate any testing requirements related to SAP projects for the OTC stream.
• - Act as a support for OTC team when facing an SAP issues.
• - Coordinate SAP Trainings for OTC stream.
• - Coordinates with other streams and creates collective accountability to deliver projects on time.
• - Develops and creates accountability for ERP performance related to OTC, considering overall priorities and global budget constraints.

Project lead and support within SC Team:

• - Leads cross-functional Teams to deliver solution to complex problems including but not limited to:
  • - product launch,
  • - new system introduction,
  • - global expansion,
  • - continuous improvement and other new initiatives
• - Provide Business and Project support as required within global SC Team.
• - Work closely with supply chain team members to initiate supply chain improvements, develop collective accountability and secure processes optimization and efficiency.

Coordinate Sales orders:

• - Request and check the required documentation needed to dispatch the product.
• - Processing orders and coordinate the actions between warehouse, freight forwarder, customs representatives, and customers to make sure that the orders are dispatched in the appropriate temperature conditions and in due time.
• - Prepare certificates and paperwork to accompany orders.
• - Verify the price and ensure consistency between the orders and the trade agreements/contracts.
• - Handle letter of credit and prepare the documents in order to minimize every potential discrepancy.
• - Make sure that every shipment is compliant with our internal policies or any pharmaceutical local requirements.
• - Ensure the product traceability and stock accuracy in Jazz ERP system.
• - Work closely with managers, supply chain team and warehouse to avoid or minimize any potential shortages.
• - Act with urgency to resolve logistical problems on a timely basis.
• - Respond to customer enquiries in a timely and effective way.
• - Manage in due time deviations, complaints or non-conformity files.
• - Keep CS procedures updated.
• - Optimize shipments when possible to reduce transport costs.
• - Work in collaboration with the other CS associates and provide a help or back-up if/when necessary for the different countries including but not limited to IPM, France, UK or any country for which he had received an adequate training.

Focus on Customers:

• - Act as first port of call for all incoming customer calls.
• - Develop and strengthen relationships with customers/buyers, gain a good understanding of the customer environment & needs.
• - Develop strong relationships with Jazz Pharma sales teams to work together and proactively interact with customers to support their needs and ensure that sales opportunities are optimized.
• - Aim to resolve any potential customer issues in as quick and efficient way as possible, drawing in help from other colleagues as needed.
• - Reinforce and maintain the image of the company as an ethical pharmaceutical company.
• - Liaise with hospitals and or Govt. departments to ensure participation in all contracts and tenders for our products, coordinate completion of tenders and contracts.
• - Coordinate with the others Jazz Pharma’s departments (Supply Chain, Finance, QA etc…) and Sales force teams to ensure a high standard of customers’ satisfaction while driving continuous amelioration projects

Sales Reporting & Market Support:

• - Provide Sales reports/feed-backs when required.
• - Input to Sales & Marketing efforts to highlight & identify any potential customer and business opportunities.
• - Assist Business Managers and Sales Teams with ad-hoc sales information and analyses.

Additional Business Support:

• - Support CS Associates for other countries.
• - Provide support and assistance to the sales, marketing and medical operations as required.
• - Maintain the stock and supply situation and proactively manage any supply issues as and when they arise.
• - Maintain information on debtors and alerting finance for follow up.
• - Compliance with company approval and compliance processes.
• - May be required to travel to other countries from time to time.

Required Knowledge, Skills, and Abilities

• - Strong SAP knowledge and Project Management skills
• - Export procedures and required paperwork.
• - Good understanding on customs environment & requirements.
• - Experience in Letter of credit management
• - Previous experience on temperature-controlled shipments.
• - Has already worked in a pharmaceutical environment.
• - Strong interpersonal and communication skills.
• - Strong project management and organizational skills.
• - Ability to manage and deliver on multiple projects and competing priorities.
• - High level of customer orientation/understanding.
• - Ability to influence internal and external constituents.
• - Respect and share the values of Jazz Pharmaceuticals.
• - Ability to work with a cross-functional and multi-cultural teams.
• - Highly motivated, enthusiastic and customers and patients oriented.
• - Excellent spoken/written English skills.
• - French, German, Spanish and other European languages helpful.

Required/Preferred Education and Licenses

License and Bachelor’s Degree or equivalent