Customer Excellence (12 Month Contract possible extension /Conversion)

Customer Excellence

12 Month Contract Role with possible extension and Conversion to Full Time Employment

Role & responsibilities

Sales Operations :

1. Oversee end-to-end execution of customer sales orders, ensuring seamless coordination from order receipt to material dispatch while maintaining a high standard of accuracy and efficiency.
2. Act as the primary interface between customers and internal teams, including SCM, Production, QA, QC, RA, Finance, etc., to ensure seamless execution of customer orders and address any related issues.
3. Ensure timely acquisition and approval of customer-specific documents, such as specifications, COA, and other essential confirmations, to enable smooth transactions and compliance.
4. Facilitate accurate and prompt delivery of dispatch documentation to customers while maintaining open communication to ensure clarity and alignment throughout the process.

Technical Support and Service :

1. Facilitate and coordinate technical support for customer activities, including lead conversions, orders, quality and regulatory queries, complaints, vendor questionnaires, technical inquiries, etc., by collaborating with Biocons teams such as QA, QC, RA, Production, R&D, MSAT, etc., to ensure timely and accurate resolution.
2. Monitor and measure Biocon's service levels, evaluating overall performance across all customer activities to ensure SLA compliance and identify areas for improvement.

Strategic and Collaborative Responsibilities :

1. Facilitate customer migration to harmonized product grades, ensuring a smooth transition to the most cost-effective and improved API grades by collaborating with customers to address regulatory barriers, align migration timelines, and achieve harmonization.
2. Track and update ongoing projects, providing visibility into progress, milestones, and status for both new and established APIs to ensure alignment with customer and organizational objectives.
3. Facilitate customer audits and visits, ensuring logistical and operational readiness, providing status updates from ongoing projects during meetings, and supporting discussions around projects and technical reviews.
4. Lead negotiations and closure of agreements such as Technical Agreements, and Quality Agreements, in collaboration with legal and cross-functional teams

Preferred candidate profile :

Bachelors degree in Life Sciences, Pharmacy, Business Administration, or a related field.

1. 37 years of experience in customer service, project management, or operations within the pharmaceutical or API industry.
2. Strong organizational and multitasking skills with attention to detail and accuracy.
3. Excellent communication and interpersonal skills for effective collaboration with internal teams and customers.
4. Familiarity with industry-specific regulations, SLAs, and technical documentation is a plus.
5. Proficiency in Microsoft Office and ERP/CRM tools.
6. Ability to work in a dynamic, cross-functional environment and meet tight deadlines

Biocon Biologics is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and provide equal employment opportunities to all qualified applicants, without discrimination based on gender, age, race, religion, disability, sexual orientation, gender identity, marital status, or any other characteristic protected by applicable law.