Commercial Operatios Coordinator

Overview:

WHO WE ARE?

Vetpharma is the veterinary division of Chemo, part of the Insud Pharma group, providing Animal Health solutions. We are located in Barcelona, where the group was founded in 1977.

We have extensive experience in development, registration and marketing veterinary medicinal products, APIs and nutraceuticals.

ABOUT THE ROLE:

The Customer Service, Commercial Operations Coordinator is responsible for leading and managing the customer service team, ensuring the delivery of high-quality service and support to our commercial customers. The Customer Service, Commercial Operations Coordinator will also oversee the operational aspects of the customer service department, such as budgeting, forecasting, reporting, and compliance.

RESPONSABILITIES:

• Manage and coach the customer service team, ensuring they have the skills, knowledge, and tools to provide excellent service and support to our commercial customers.
• Develop and implement customer service policies, procedures, and standards, ensuring they align with the company's vision, mission, and values.
• Establish and maintain effective communication and collaboration with internal and external stakeholders, such as sales, marketing, operations, finance, and vendors.
• Analyze and report on customer service data, trends, and issues, and provide recommendations and solutions to improve customer satisfaction, retention, and loyalty.
• Manage the operational aspects of the customer service department, such as budgeting, demand planning, purchasing, logistics and billing.
• Ensure the compliance with all relevant laws, regulations, policies, and standards, and maintain a high level of professionalism and ethics.
• Identify and implement opportunities for continuous improvement and innovation in the customer service department.

REQUIREMENTS:

• degree international relations, supply chain, business administration, management, or a related field.
• At least 5 years of experience in customer service, preferably in a commercial or B2B environment.
• At least 3 years of experience in managing and leading customer service teams.
• Strong experience in planning of purchases of active ingredients (APIs) as well as finished products form CMOs in coordination with the commercial and quality assurance team.
• Logisting and invoicing expertise is needed.
• Proficient in SAP (SD, MM, etc) and Excel
• English and Spanish in a fluent level

SOFT SKILLS:

• Excellent communication, interpersonal, and leadership skills.
• Strong customer service orientation and problem-solving skills.
• Ability to work under pressure, multitask, and prioritize.
• Ability to work independently and collaboratively.
• Knowledge of customer service best practices and industry standards.