UK-Customer Services Manager

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Date: 05-Feb-2019

Location: Gerrards Cross, United Kingdom

Company: Daiichi Sankyo Europe



Passion for Innovation. Compassion for Patients.™

Daiichi Sankyo and its 15.000 employees in more than 20 countries are dedicated to the creation and supply of innovative pharmaceutical products. In addition to a strong portfolio of medicines for hypertension and thrombotic disorders, the Group’s 2025 vision is to become a “Global Pharma Innovator with Competitive Advantage in Oncology”. Our European headquarters are in Munich, Germany and we have affiliates in 12 European countries. For more information:


OFFICE BASED    Salary: £55,000 - £70,000 depending on experience

Plus car allowance and comprehensive reward and benefits package.


At Daiichi Sankyo we are committed to placing our stakeholders at the centre of everything we do. To make this a reality, we’ve changed our approach by enabling the entire organisation to live the principles of Key Account Management.





Responsible for managing the effective and smooth running of the Supply Chain in order to deliver high levels of customer service. This will include the achievement service level agreements, financial targets and annual cost reductions, as well as the management of daily operations of the wholesaler process. Also responsible for logistics forecasting within the Supply Chain.


Accountabilities / Measures:


Managing the effective and smooth running of the Supply Chain in order to deliver high levels of customer service.

  • Order and invoice management, management of logistic service providers, complaint and return management including the management of credit / debit notes.
  • Responsible for the management of the Rapid Response channel (RRC) and supplier.
  • Responsible for the management of the Customer Service budget.
  • Will also provide cover for the Head of Supply Chain - Project role when absent.

Responsible for the effective management of stock levels within our Wholesaler environment.

  • Monitoring the day management of the pre-Wholesaler and Wholesaler process.  
  • Ensuring pre-Wholesaler and Wholesaler perform processes and tasks in line with their contractual obligations and agreed Key Performance Indicators.
  • Conduct pre-wholesaler order validation process.
  • Conduct monthly performance review meetings with each party, including stock reconciliations, closing stock levels and OTIFNE delivery KPI’s, at a depot level.
  • Confirm action points and follow-up, escalating issues as necessary.

    Drive Supply Chain logistics forecast into the SO&P and Validated Patient Demand processes

  • Be an active member of S&OP and Patient Demand Alignment teams for the UK market.
  • Create and maintain logistic forecast for Daiichi Sankyo UK, aligning demand with Commercial functions and preparing a basis for budgeting,
  • Convert the Validated Patient Demand number into an appropriate Customer Product Volumes and allocation for the RRC, and manage the orders to these levels, escalating as appropriate any required deviations
  • Evaluate improvements in forecasting techniques, methods and approach in order to increase the overall health of the program while balancing cash flow.
  • Prepare data and material for monthly SOP demand review meetings with the assigned programs as well as facilitate monthly meetings.
  • Create and develop 24-month rolling forecast using historical sales, market trends, the commercial forecast and judgmental input for the required products.
  • Perform data analysis to identify parts where forecast adjustments need to be applied, and own the communication channel to the Demand planning and Customer Service International team in Germany.

Accountable for key Supply Chain process and metrics

  • Management of Key Performance Indicators, including inventory health, on time delivery, purchasing past due, sales; according to validated patient demand approach and forecast accuracy.
  • Monitor inventory levels of shelf life and present proactive measures for repurposing
  • Accountable for healthy inventory levels at Affiliate side.
  • Maintain and m documentation and standard operating procedures for Customer Service function including planning processes and systems.
  • Effective liaison with Med Info regarding Customer reports/complaints (input to GDP meetings)
  • Accountable for proactive management of risks within the Customer Services remit




Essential -

  • Solid experience of working within the wholesaler environment or extensive experience of working in a similar Supply Chain role, preferably within pharmaceutical industry.
  • Highly effective data analysis skills, especially within Excel, together with the ability to interpret such data and identify anomolies and inconsistencies.
  • Ability and willingness to challenge decision making processes for the good of the customer.
  • Demonstrate a passion for customer centricity (clinicians, patients and internal colleagues.) 
  • Demonstrate a solid understanding  of key demand planning and inventory performance metrics.
  • Experience of working closely with other areas of the business such as Procurement, Sales, Finance, Operations and IT.
  • Excellent communication skills, both written and verbal.
  • Detailed (operational) SAP R/3 experience as key user in modules SD, MM, BI
  • High level of personal integrity
  • Ability to travel within the UK and internationally on occasion.


Desirable -

  • Experience working in the wholesales environment or similar Supply Chain role within pharmaceutical industry.
  • Degree level qualification or equivalent experience
  • Knowledge of logistics, international European pharmaceutical logistic processes including GDP requirements and Customer Service activities for different channels of trade especially for oncology products.
  • Good understanding of the structure of the NHS in the UK, including the CCG, wholesaler and dispensing doctor value chains.


What we offer:

We offer an interesting, diversified and challenging position, good contractual conditions, flexible working models, all the social benefits of a modern company and a professional environment where you will have the opportunity for personal growth.