Commercial Operations Supervisor Dach
Current• Supervise and coordinate daily operations within the Commercial Operations team to streamline workflows and ensure the integrity of the order to cash process• Coordinate with Country Leads and Key Account Managers to prioritize various sales channels, ensure seamless implementation of system updates and process improvements for pharmacies, wholesalers, e-commerce• Monitor stock levels and manage back orders ensuring business needs are met and back orders are minimized. Prioritize back-order release according to internal policy/requests from KAM. • Ensure timely and accurate coordination with 3PL for optimal shipment and return processing, while maintaining KPIs for delivery times • Ensure clear, proactive, and timely communication with customers regarding order fulfillment, item availability, and potential delays to enhance customer satisfaction • Provide daily/weekly sales performance reports on order volumes and values to KAM/management, identifying trends and areas for improvement• Ensure swift and accurate processing of order approvals, releases and hold code releases to reduce lead times and improve customer experience • Implement continuous feedback loops and tailor personal development plans during quarterly and annual reviews to enhance team performance and engagement• Analyze customer survey outcomes and lead initiatives to address identified issues, aiming to continuously improve customer satisfaction metrics • Drive service improvement action plans in collaboration with country teams, setting clear KPIs and regularly reviewing progress, especially for key accounts • Organize and lead regular Customer Service reviews with the country teams to execute action plans related to service improvement with prime focus on the key customers• Serve as the primary liaison between internal customers and stakeholders, ensuring effective communication and resolution of any operational concerns • Track open issues and tasks to maintain operational flow
