Job Description

Are you looking to make a difference in a patient\xe2\x80\x99s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!

What you will be doing

POSITION SUMMARY:

Reporting directly to the Regional Operations Director, APAC. The Regional Customer Service Manager will lead and control Regional and Local Customer Service activities. This will be done in close cooperation with Country/Branch Managers, as well as BD and the Regional Operations Director to achieve operating and commercial objectives. This includes increased customer billings, profitability, and productivity, increasing customer satisfaction as well as developing a talent pool as set by the overall World Courier business plan.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Collaborates with and leverages the competency of Customer Services Teams, to ensure local and regional readiness and ability to handle new and existing business.
• Work with the Regional Operations Director and the CS/Operations Managers on developing an effective CS structure.
• Develop team formation and support specialization to enhance a professionalized Customer Service offering.
• Develop goals, targets, metrics, and incentives structure for C/S and the combined OPS/CS group
• Lead the APAC Customer Service Community of Practice and participate in global meetings to benchmark experiences.
• Collaborates with Customer Success and Customer Engagement teams in other regions to share best practices and deliver a consistent customer experience.
• In alignment with the Company\'s growth and direction, provides overall support for the development of budgets, controls, and measurements to monitor progress.
• Collaborates with customers and World Courier teams to design solutions that meet complex customer needs, as well as support Sales in bid defense meetings.
• Integrative and cooperative leadership of the regional Customer Service (C/S) team in close cooperation with Country - and Branch Managers, as well as Sales Executives and the Regional Operations Director so that it achieves its short and long-term objectives such as increased customer loyalty and optimized pricing.
• Cultivate a culture of talent development for all job levels; This includes C/S Training, Industry Knowledge, and Soft-Skills pieces of training as well as mentorship and performance reviews.
• Communicate results of analysis, define strategies, and make recommendations to senior management with regard to the course of action.
• Guide the use of information resources such as TMS, Customer Portal, and Deviation Portal, and ensure their efficiency from a C/S perspective.
• Travel as required to meet business needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

REPORTS DIRECTLY TO:

Regional Operations Director, APAC

What your background should look like

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Educated to B.A. / B.S. or master\xe2\x80\x99s degree, or equivalent in logistics, international trade, or business administration.
• Prior management experience for at least 3 years. Alternatively, a high level of experience and knowledge in the Specialty Logistics industry.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Core Skills:

• Customer focus
• Leading virtual teams
• Transport proficiency
• Managing operations
• Change management
• ISO/GXP expertise

Other Skills:

• Excellent written, oral and interpersonal communication
• Formulation & Implementation of short and long-term initiatives
• Analytical mindset

Knowledge:

In-depth knowledge of the Specialty Logistics industry. Knowledge of BioPharmaceutical industry industry and related procedures, regulations, and standards, as well as quality programs. Knowledge of business operations, business processes, management, budgeting, and business office operations. Good understanding of the regulatory drug development and logistics framework. Financial knowledge. System knowledge in supply chain enterprise solutions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job.

What AmerisourceBergen offers

We offer a competitive total rewards package which includes benefits and compensation. Our commitment to our eligible population of team members includes benefit programs that are comprehensive, affordable, diverse, and designed to meet the needs of our team members\xe2\x80\x99 and their families. Some of these programs include paid time off including paid parental leave, access to retirement savings vehicles, medical, dental, vision, and life insurance options, an employee stock purchase program, and other financial, health, and well-being focused benefits.

Because we take a balanced, global approach to our benefits, benefit offerings may vary by location, position, and/or business unit. Some benefits are company-paid, while others are available through team member contributions. For details visit .

Schedule

Full time

Affiliated Companies Affiliated Companies: World Courier (Malaysia) Sdn Bhd

Equal Employment Opportunity

AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company\xe2\x80\x99s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

AmerisourceBergen is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Educated to B.A. / B.S. or master\xe2\x80\x99s degree, or equivalent in logistics, international trade, or business administration.
• Prior management experience for at least 3 years. Alternatively, a high level of experience and knowledge in the Specialty Logistics industry.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Core Skills:

• Customer focus
• Leading virtual teams
• Transport proficiency
• Managing operations
• Change management
• ISO/GXP expertise

Other Skills:

• Excellent written, oral and interpersonal communication
• Formulation & Implementation of short and long-term initiatives
• Analytical mindset

Knowledge:

In-depth knowledge of the Specialty Logistics industry. Knowledge of BioPharmaceutical industry industry and related procedures, regulations, and standards, as well as quality programs. Knowledge of business operations, business processes, management, budgeting, and business office operations. Good understanding of the regulatory drug development and logistics framework. Financial knowledge. System knowledge in supply chain enterprise solutions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job.

APAC > Malaysia > Petaling Jaya/Kuala Lumpur > Jalan - KUL

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AmerisourceBergen