Customer Service & Supply Chain Manager

Stellenbeschreibung:

Job Overview

The Customer Service & Supply Chain Manager Italy ensures continuous product availability by leading end‑to‑end demand planning and replenishment, coordinating supply with global manufacturing and logistics teams, and overseeing performance of external logistics providers.

Responsibilities

Manage all supply chain activities in the region, including logistics, distribution, customer service, warehousing, transportation, import‑export, inventory management, and supply‑demand planning.
Oversee secondary distribution cluster, ensuring optimal quality and cost and timely delivery of Ferring products.
Monitor and report supply chain KPIs.
Drive local forecast accuracy through an effective Sales & Operations Planning (S&OP) process to support global production planning and achieve local commercial objectives.
Manage operational relationships with pharmaceutical wholesalers.
Drive continuous operational improvement initiatives across the supply chain.
Coordinate cross‑functional activities with Commercial, Finance, Quality, and Logistics teams to ensure seamless execution of customer‑related processes.
Support commercial initiatives through operational agreements, inventory availability, and distribution performance.
Manage cluster inventory, including critical supply situations, non‑available products, provisioning, product scrapping, shelf‑life management, and inventory optimisation in close collaboration with Commercial and Sales teams to minimise scrap.
Act as the primary contact for Global and Regional Supply Network Optimization (SNO) teams, coordinating supply, demand, and critical market issues, while serving as the operational relationship manager for the external logistics provider to ensure service excellence and KPI compliance.
Lead or participate in cross‑functional and ad‑hoc projects aimed at improving sales, service levels, and cost efficiency.
Coordinate the SAP stabilization project in collaboration with local and global SAP teams.
Collaborate with Regional and Global SNO, Local Regulatory Affairs, and Commercial teams to ensure market requirements and priorities are met for change implementations and new product launches, ensuring product readiness and effective management of product discontinuations to minimise product scrapping.
Ensure all supply chain activities are performed in compliance with Corporate Policies, Global SOPs, and Good Distribution Practice (GDP) requirements by maintaining procedures and work instructions and supporting local and internal audits.
Ensure compliance with the Internal Controls matrix for Order‑to‑Cash (O2C) activities.
Coordinate and supervise the Customer Service team, setting priorities and acting as the escalation point for complex customer, supply, pricing, billing, and logistics issues.
Support credit recovery activities through the analysis of DSO and aging reports, the review of payment terms, and the monitoring of cash‑flow impact.
Coordinate pricing, billing, and commercial condition processes in collaboration with Finance, Tender Office, Controlling, and Commercial Excellence to ensure accurate and efficient Order‑to‑Cash execution.

Qualifications

University degree in Supply Chain Management or equivalent; APICS certification is an advantage.
Minimum 8 years of supply‑chain experience within the pharmaceutical, life sciences or medical devices industry.
Minimum 5 years of people‑management experience, with regular interaction with senior leadership.
Strong expertise in logistics, warehousing, demand planning, inventory management and Order‑to‑Cash (O2C) processes.
Experience with ERP and demand‑planning systems (e.g. SAP, Kinaxis or equivalent).
Proven leadership, change‑management, communication and stakeholder‑management skills, with the ability to work effectively across functions, regions and business units.

Compensation & Benefits

Annual gross salary starting at €55,000.
Participation in the Ferring Global Bonus Plan.
Comprehensive benefits package.
Hybrid working arrangement; office‑based role.
Classified under the Italian CCNL Chemical‑Pharmaceutical Collective Bargaining Agreement at the Quadro A3/A2 level.