CS&L CDT Manager

Objective : Enhance customer satisfaction by fostering strong partnerships through collaboration and proactively managing every aspect of the order processing journey, from entry to delivery. Drive efficiencies and improve customer outcomes by leveraging collaborative initiatives and advanced data analytics. Support the sales team to ensure seamless, efficient service.Main Responsibilities : Conduct regular meetings with channel customers based on their unique needs (weekly, bi-weekly, monthly) to strengthen relationships and identify opportunities for improvement.Identify and act on opportunities to optimize the order process, including entry, release, invoicing, and delivery, collaborating with clients, operational, and commercial teams.Analyze client order patterns to ensure top-tier service levels, addressing issues such as pricing discrepancies, quota overruns, and order errors.Maintain daily communication with the sales team to assist with queries and ensure alignment for superior customer service.Oversee delivery processes and troubleshoot issues with the Transport Tracking team, especially during quarter-end months.Engage in collaborative programs with key clients to evaluate service indicators (e.g., service level, punctuality, lead time, etc.) and identify improvement areas.Critically review customer portfolios to assess active orders, communicate status updates, and ensure accurate future order placement.Lead the Pharma channel's Service Level initiative alongside Demand Planning, Inventory, and SNP teams to maintain availability of key items.Participate in quarterly sales meetings to align on channel objectives and highlight current Customer Service and Logistics issues.Attend JBP / JVC meetings with clients to synchronize annual objectives.Lead collaborative order management program with specific customers focused on stockout reduction and trade inventory optimizationCompetencies : Strong analytical and negotiation abilitiesFinancial acumenStrategic thinking with an external perspectivePrioritization skillsEffective communication and stakeholder engagement (internal and external)Passionate about environmental sustainabilityDigital and Analytical Skills : Proficiency in SAP HANA / APO, BI Excel, Google toolsExperience with Snowflake, RPA, DOMOData analytics expertiseRelationship : Internal : E2E, HR, Marketing, Customer Development, Finance, Division CS&LExternal : Customers' logistics and commercial teamsRequirements : Bachelor's degree in Engineering, Business Administration, or related fieldsSolid experience in customer serviceAdvanced English proficiencyProficiency in Google Sheets, ExcelSkillsProject management and organizational skills for managing cross-functional initiativesStrong leadership skillsStrong Data & Analytics SkillsPrefferred : Intermediate Spanish proficiency (Preferred)