As a specialized company dedicated to eye health, Santen aspires to contribute to the realization of “Happiness with Vision” by providing valuable products and services to patients, consumers, and medical professionals around the organization.

Since its establishment in Japan in 1890, and guided by its CORE PRINCIPLE, “Tenki ni sanyo suru,” Santen has been committed to helping people maintain and improve their eye health, and is engaged in the global research and development, manufacturing, and sales and marketing of pharmaceutical products in the field of eye care, supporting the eye health of approximately 50 million people worldwide.

Our duty is to create future in which as many patients and consumers as possible can lead happy and fulfilling lives, we will continue to contribute to the realization of better eye care by providing solutions that eliminate bottlenecks in the diagnosis and treatment of eye diseases, thereby revolutionizing the treatment flow. Each of us is deeply committed to challenging ourselves, building an organization that brings together diverse internal talents and external expertise, and to doing our utmost to realize a society in which people everywhere can feel happy through vision-related experiences. Isn't it exactly the kind of environment you want to belong in?

Job’s mission

To ensure seamless customer operations by managing processes, improving customer satisfaction, and maintaining high standards of service delivery of assigned country portfolio maintaining a customer centric approach. Supervising the outsourced Customer Service activities and improving key performance indicators.

Key Responsibilities & Accountabilities

1. Oversee daily operations to ensure efficient and effective customer service.
2. Coordinate with various departments to streamline processes and resolve customer issues promptly.
3. All order-to-cash activities are carried out such as, but not limited to sales orders, credits, returns, backorders, invoicing, blocked orders for invoicing & goods allocation.
4. Ensure any needed outbound shipping paperwork is compliant, following the requirements set for each country (e.g., EUR1, CMR) and supplied on time according to shipping & local needs.
5. Monitor customer feedback and implement strategies to enhance customer experience.
6. Address and resolve customer complaints in a timely and professional manner.
7. Communicate with the local commercial organization on specific customer requests/needs as and when needed.
8. Managing and mitigating the impact of supply chain disruptions, such as delays or shortages, by expediting transportation of goods via the Fast Track Process when necessary.
9. Develop and document standard operating procedures (SOPs) for customer operations.
10. Work as a SME (subject matter expert) in one of the 4 key areas: (Customer experience, Process and compliance, Order fulfilment, New Product introduction), work on EMEA alignment & ensure all needed actions are followed from implementation to control of the processes.

• Minimum 3 years of experience in customer operations or a similar role within Pharmaceutical, Medical Device or Life Science industry. APICS certification will be considered an advantage.
• Competence with SAP allowing all operational activities align with the order-to-cash framework.
• Fluent English and Spanish language skills. Other languages will be considered an advantage.
• Practical, extended experience in identifying bottlenecks and other improvements in processes. Resolving them through problem-solving, process mapping and root cause analysis. Presenting solutions to stakeholders. Continuous improvement and/or Lean certifications will be considered an advantage.
• Bachelor's degree in business administration, Operations Management, or a related field.

Deadline
Please apply before 1st April 2025.
To submit your application, please upload English version of CV (click on Apply and follow the instructions).