Customer Service Manager
Position Summary
Catalent, Inc. is a leading global contract development and manufacturing organization (CDMO) whose mission is to develop, manufacture, and supply products that help people live better and healthier lives. Catalent is dedicated to delivering unparalleled service to pharma, biotech, and consumer health customers, supporting product development, launch, and full life-cycle supply. With time-tested experience in development sciences, delivery technologies, and multi-modality manufacturing, Catalent supports the acceleration of development programs and the launch of more than a hundred new products every year. Powered by thousands of scientists and technicians and the latest technology platforms at more than 40 global sites, Catalent supplies billions of doses of life-enhancing and life-saving treatments for patients annually.
Greendale is one of Catalent's gummy technology development and manufacturing facilities in North America. The site manufactures organic and vegan-based nutraceuticals via confection to enhance wellness for all consumers. Simply put - we make healthy gummies. Within the Catalent network, we offer a broad range of integrated formulation and analytical services to solve difficult development and manufacturing challenges.
The Customer Service Manager acts as the primary site contact and liaison to manage customer accounts related to supply of commercialized products and services. Primary responsibilities include providing excellent customer satisfaction by ensuring on time delivery through the coordination and execution of customer orders with cross functional teams and managing the execution of the order to cash flow process. The Customer Service Manager is responsible for building and maintaining strong customer relationships and creating a consistent positive experience while promoting the Catalent brand with guidance as needed from Senior and Lead Account Managers. This is a leadership position with a direct report of a Customer Service Representative reporting into the role. This position is 100% based onsite in Greendale, IN.
The Role
Act as primary customer/site contact for assigned accounts
Will be considered site point of contact for assigned customer accounts and takes ownership for overall facilitation of product supply
Good knowledge and understanding of customer contracts (Supply Agreement/Quality Agreement) including but not limited to firm zones; purchase order requirements; delivery requirements; limits of liability.
Ensure customer forecasts are received on the contractually agreed upon periods, challenge customers if orders are not aligned with agreements (such as short lead time or significantly above/below forecast) and follow the escalation process for order requests that cannot be resolved one on one with the key customer contact.
Supports site S&OP process for all assigned accounts.
Ensures sales orders in the system are maintained in line with customer request date.
Send written order acknowledgment to the customer with firm promise date. Update customers with changes in promise date.
Manage regular communication with internal and external stake holders through team meetings, utilizing tools included but not limited to customer trackers, email, phone calls and ad hoc meetings as necessary, following the escalation path when challenges arise.
Interacts with internal personnel as to approach and resolve customer actions/deliverables, pro-actively communicating customer deliverables and driving results.
Other duties as assigned
The Candidate
Associate Degree or 7+ years relevant experience and a High School Diploma/GED required
Bachelors Degree or higher is preferred.
3+ years of customer account management, sales or project coordination experience is preferred
Past experience using ERP systems is preferred.
Intermediate Microsoft Office experience is required specifically with Excel.
Knowledge and experience in GMP environment is preferred.
Excellent verbal, written and interpersonal communication skills are required.
Ability to interact effectively with a variety of individuals and personalities within and between departments is required.
Ability to delegate work to team members are required.
Leadership abilities to mentor/develop direct report
Vision requirements include reading of written documents and use of computer monitor screen frequently.
Static stance/standing as required.
Infrequent lifting overhead reaching less than or equal to 15 lbs. with the ability to potentially be able to lift up to 35 lbs and push/pull 40 lbs
Why you should join Catalent
Diverse, inclusive culture
Competitive salary
401(k) retirement savings plan with company match
Educational assistance/reimbursement
152 hours of paid time off + 8 paid holidays
Medical, dental, and vision insurance
Life insurance
Wellness programs
Flexible spending account
Employee discount programs
Robust employee referral program
Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.
personal initiative. dynamic pace. meaningful work.
Visit Catalent Careers (https://careers.catalent.com/us/en) to explore career opportunities.
Catalent is an Equal Opportunity Employer, including disability and veterans.
If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com . This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.
Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Important Security Notice to U.S. Job Seekers:
Catalent NEVER asks candidates to provide any @type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the offer process, and we NEVER do so via email or social media. If you receive any such request, DO NOT respond- it is a fraudulent request. Please forward such requests to spam@catalent.com for us to investigate with local authorities.
California Job Seekers can find our California Job Applicant Notice HERE (https://cdn.catalent.com/files/legal/CCPA-Privacy-Notice-at-Collection-for-California-Employees-and-Applicants-English.pdf) .
