Customer Relationship Manager

4 months ago

Port Elizabeth, South Africa Aspen Pharma Group Full time

**Overview**
- Lead customer management and customer development in support of the Third Party and CMO strategy.
- Identification of continuous improvement opportunities.

**Responsibilities**

**Customer management**
- Overall responsibility of the management of existing customers, including new customers as identified by the New Business Development function.
- Customer interface for all matters, and taking ownership of the communication flow to the customer from the various departments and stakeholders.
- Monitor quality standards and identify performance failures affecting Customer supply, and ensure that corrective measures are put in place by the relevant departments as a mitigating factor.
- Manage customer communications, documents and process flow, including RFIs, RFP, RFQ, and RFB’s.
- Resolve customer issues; whilst always maintaining positive working relationships with all customers.
- Set up new customers and coordinate with the legal department to support new contracts; maintain/ update existing customer contracts.
- Onboarding of new customers and the updating of existing customer data, ensuring that the relevant internal departments are informed and that any administrative and system related requirements are updated.
- Facilitate price negotiations with existing customers with the support of the Head of Commercial and/or Business Development function.
- Support the Business Development function with the identification of new customers and products in the marketplace.
- Support the Business Development function with the review of insourcing and outsourcing opportunities.
- Assist in the drafting of specifications as required and provide advice and guidance to customers on all processes.
- Review price variances (Order vs Invoice Prices).
- Ensure adherence to budget and forecasted sales and volumes commitments, important that the agreed internal GP commitments are maintained.
- Ensure that customers are invoiced on-time and in-line with budget and forecasted commitments.
- Management of customer meetings and ensuring that the relevant departments and stakeholders are represented to address customer related matters to ensure overall customer satisfaction.
- Working together with the various departments to ensure that Customer OTIF is achieved.

**Risk management**
- Maintain and report on adherence to internal and external compliance requirements.
- Actively reduce third-party risk exposure.
- Carry out risk management processes within area of responsibility.

**Quality and qualifying products**
- Work with quality teams to ensure that finished product testing is conducted in support of Customer OTIF.
- Schedule product trials and coordinate samples where required.
- Planning and coordination
- Optimise processes, identify gaps in policies, procedures and legislation, and propose changes or improvements to management.
- Provide technical advice to internal stakeholders.

**Reporting and record keeping**
- Maintain repository of customer-related knowledge
- Maintain complete, compliant documentation of customer-related activities
- Maintain standards and update SOPs for documentation and filing requirements

**Budgeting**
- Manage and optimise use of the budget
- Provide input into required changes in resources to enable achievement of objectives
- Monitor, track and report on expenditure against budget

**Skills Required**:
**Background/experience**
- 6 years' relevant experience in a manufacturing environment, including experience in a customer interfacing role where customer objectives are met.
- Tertiary Qualification (Pharmacy Degree, and/or Management Degree), or a related discipline

**Specific job skills**
- Computer literacy
- Presentation Skills

**Competencies**
- Customer Awareness
- Meeting Deadlines
- Making Decisions
- Planning and Organising
- Interrogating Information

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