CGT Customer Operations Manager

Posted 24 September 2021
SalaryBis zu Swiss Franc0.00 per annum
Job type Limited
DisciplineCustomer Support/Client Care

Job description

Interesting position within a leading pharmaceutical company in Basel as

CGT Customer Operations Manager


* Executing the first to the company and first in class unique HCP, patient and caregiver Customer Service Center for CGT in Region Europe, to manage both commercial and clinical cases
* Supports assigned hospital accounts across Europe in the order management process with coordination of the required logistics and delivering best-in-class customer services
* Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
* The role works cross-functionally with the country teams, cell therapy operations, supply chain, manufacturing sites, quality assurance, legal, regulatory, commercial and medical teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal)
* Provide customer service support in handling inbound customer inquiries
* Conduct outbound follow-up communication to ensure timely and accurate service support to our customers
* Implement value adding customer services to HCPs, patients and caregivers to improve their customer experience
* Proactively work on customer satisfaction and collect feedback, insights, and identify opportunities for improvement
* Contribute to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
* Effectively recognizes and processes potential Adverse Events in accordance with the company training and procedures
* Proactively manage coverage of assigned accounts as needed when unavailable and provide team coverage as necessary

* Minimum of 3 years in customer support (service) or patient facing experience is preferred
* Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs
* Strong track record of successful team collaboration and delivery of results
* Supply chain / logistics experience is a plus

* Bachelor's degree minimum (or equivalent business experience)
* Scientific background preferred

* English fluency required as well as fluency in minimum two of the following languages: German, French, Italian and Spanish
* Russian is a nice-to-have

Don't miss this great opportunity and apply today! Andrea Alfonsi from the Kelly team is looking forward to receiving your application.