Senior Customer Operations Manager - Geneva

Vifor Pharma
Meyrin, Switzerland
Closing date
16 Oct 2020

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Finance / Administration, Customer Services
Full Time
Contract Type
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About You
In this position, you are part of the Global Supply Chain department and report directly to the Head of Customer Operations. You are responsible for a defined region of the demand Management for Vifor Pharma products and ensure high customers' satisfaction. Your main tasks are the following:
  • Act as interface between customers in the dedicated region and cross-functional departments
  • Ensure excellent coordination and collaboration with other departments
  • Handle all commercials transactions in a compliant manner in order to support the business in the region
  • Review Distribution Agreement and provide feedback particularly on the operational and supply chain sections. Ensure that all commitments made by the company with regard to the Distribution Agreement are met
  • Maintain good relationships with partners and develop a trustworthy environment
  • Ensure that customers' orders are confirmed and fulfilled in line with contractual terms and to the best satisfaction of the customer, measure OTIF KPI - define root cause analysis for missing OTIF
  • Deliver reliable and accurate Demand Plan
  • Analyze Demand Plan, in market sales trend, monitor safety stock level and make recommendation
  • Manage replenishment of consignment stock and related monthly reporting
  • Participate to the weekly Product Supply Team : stress and escalate the potential issues (stock-out risk) or opportunities, recommend prioritization of urgent release, liaise with Planning Department and come up with mitigation plan
  • Best align the interests of customers and Vifor in conflicting situations
  • Act as facilitator during monthly Demand Review : review key changes and drivers, market insights update, regulatory affairs update, demand plan for upcoming 18 months, analyse past sales performance, short and mid-term sales, review opportunities and vulnerabilities, close the gaps versus Budget/re-estimates
  • Review on a regular basis with the Regulatory department, all the ongoing and pending activities, anticipate the potential issues and contribute to solve them
  • Support strategies, policies, objectives of global Supply Chain and actively participate in department's projects or cross-functional projects (e.g. related to CMO change, regulatory variations, serialization, new launches, new partners on-boarding)

For this strategic function, we are looking for a dynamic and stress-resistant person bringing the following profile:
  • University degree in Business Administration, Supply chain, Logistics or similar
  • Strong experience in a customer service and demand management role
  • At least 5 years' experience in a similar leading role in an international environment, ideally within a pharmaceutical or medical device industry
  • Successful experience with S&OP execution
  • Experience in project management is an asset
  • Proficiency with MS-Office tools
  • Very good knowledge of SAP or of another ERP System such as Infor XA is an asset
  • Fluent in English in written and spoken conversation. Knowledge of any other foreign language is an asset

You are a pragmatic and self-motivated person with strong analytical skills. Thanks to your communication skills and your team spirit, you are able to build trust-based relationships with customers and internal stakeholders. Your high flexibility allows you to work effectively in a cross functional and cross regional environment with different cultures. Able to understand issues from multiple perspectives, you describe yourself as a result-oriented and highly adaptable person. You feel comfortable in a position where you act as an entrepreneur, take decisions and convince others.

About Us
The Vifor Pharma Group is a global specialty pharmaceuticals company. It aims to become the global leader in iron deficiency, nephrology and cardio-renal therapies. The company is the partner of choice for pharmaceuticals and innovative patient-focused solutions. Vifor Pharma Group strives to help patients around the world with severe and chronic diseases lead better, healthier lives. The company develops, manufactures and markets pharmaceutical products for precision patient care. Vifor Pharma Group holds a leading position in all its core business activities and consists of the following companies: Vifor Pharma; Vifor Fresenius Medical Care Renal Pharma (a joint company with Fresenius Medical Care); and OM Pharma.

Vifor Pharma Group is headquartered in Switzerland, and listed on the Swiss Stock Exchange (SIX Swiss Exchange, VIFN, ISIN: CH0364749348).

For more information, please visit

We are looking for new people to join an international team of more than 2,700 talented people, operating in over 100 countries to support our Vision of becoming global leader in our three therapeutic areas:








We are a global leading expert in iron deficiency and iron deficiency anaemia.

We are proud of a broad portfolio to help nephrology patients suffering from kidney disease.

Our expertise in both these areas are helping cardio-renal patients.

We innovate internally, but we also partner with the best companies externally. We are also a unique pharmaceutical company, as we have direct access to Fresenius Medical Care clinics via our joint company. Fresenius Medical Care has access to more than 329,000 patients in its global network of over 3,900 dialysis clinics.

Contact Us
  • Flughofstrasse 61
  • 8152 Glattbrugg
  • Switzerland
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