1+ months

Customer Operations Lead

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Viatris Customer Service serves Viatris as a CMO (Contract Manufacturing Operations) and is responsible for managing Viatris's interface and relationships with its customers. The role of the Customer Operations Lead is to:

+ 3rd Party Relationship oversight & management:

+ Maintain strong commercial relationship with customers (e.g. respond to major cross-site concerns)

+ Project Viatris/UGS cross-site interest, including leading Joint Advisory Committee with Pfizer

+ Serve as escalation point for Upjohn sites (e.g. address major issues or term violations)

+ Oversee execution of customer agreements at site (i.e., Subject matter expert regarding the UGS CS MSA terms, facility addenda and QA)

+ Address and escalate issues or term violations externally and internally

+ Negotiate with customers any changes required to their replenishment plan while taking a holistic network perspective

+ Work closely with Supply Chain Leads to analyze/ create required reports for customers

+ Coordinate the resolution of technical problems identified with a customer's product

+ Recommend/implement solutions that are mutually acceptable to both site and customer

+ Cross-site Supply Chain planning:

+ Support global internal Supply & Demand Rev. process as inputs to UGS Customer Service decisions and long-term financial planning

+ Drive major prioritization/allocation decisions which impact ability to deliver customer products

+ Serve as contact for Viatris governance initiatives and interface for wider Viatris/SC platform services

+ Customer service metrics:

+ Develop Customer service metrics to be shared with Viatris sites

+ Manage cross networks customer service metrics

+ Administrative or Other Financial and Strategic Initiatives

+ Manage annual facility addenda refresh, price update and true-up (incl. financial prep and coordination)

+ Manage shared key documents and data platforms (e.g., batch records) and process document revisions

+ Develop proposals for changes or initiatives and support approved ones (e.g., Life cycle mgmt., artwork)

+ Realize opportunities for new products or extensions of existing product lines

+ Collaborate with Viatris site operations to optimize schedules based on customer forecast


In order of importance, indicate the primary responsibilities critical to the performance of the role. It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.


+ Develop strong relationships across all sites in scope, UGS Supply Chain and Quality Customer Service Liaisons, and key customer contacts. Be a strategic thinker and be mindful and understand the points of views of all stakeholders involved, recommending & implementing solutions that are mutually acceptable to both the Viatris sites and customers.

+ Oversee all customer relationships, including execution of customer agreements, issue escalation, and any additional customer interactions needed or requested of sites

+ Roll out and lead as required a UGS CS operational meeting to review and provide dashboards of metrics that would include site representation and UGS CS Account Lead representation

+ Be able to collaborate and negotiate across Viatris sites to ensure value realization

+ Prepare and make presentations to higher management to report on projects, achievements, business cases.


Indicate basic and preferred qualifications:

+ **Basic Qualifications** are job related, consistent with business requirements and necessary for the performance of an essential function of this role including: education/licenses/certifications, location, relevant experience, technical and/or other job-related skills. Basic qualifications determine minimum requirements that applicants must possess to be qualified for the role; anyone who does not meet basic qualifications for the role will not be interviewed or eligible for hire.

+ **Preferred Qualifications** are job-related qualifications that may be indicated in addition to basic qualifications; they are not absolutely required for performance of the job but are desired and further describe the education/skills/experience sought for the position. Preferred qualifications enhance a candidate's ability to perform the job.


+ Degree in Business, Engineering or Science; MBA or post graduate degree is an advantage

+ 10+ years of experience in pharmaceutical supply chain management; virtual plant/contract manufacturing experience an advantage

+ Specific subject matter expert (SME) in Manufacturing Operations, Planning and Customer Service.


+ Knowledge and understanding of contract terms in relation to manufacturing models and operations at a regional/global level is desirable

+ Experience and knowledge of financial operations in a production operation

+ Experience in strategy development and implementation

+ Demonstrated ability to manage multiple projects and lead cross functional projects

+ Demonstrated ability to negotiate and collaborate with individuals and groups at multiple levels across the organization including senior leadership of various functional lines across Viatris Global Supply.

+ Demonstrated personal leadership, accountability, and organizational skills with proven ability to operate independently with minimal supervision.

+ Strong in relationship building and team work

+ Ability to make decisions without all the information

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Logistics & Supply Chain Mgmt
Posted: 2020-10-13 Expires: 2020-12-13
Sponsored by:
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