Customer Service Advisor

The Customer Service Advisor is a key relationship builder, collaborating closely with customers and internal teams to drive business growth and continuous improvement by providing exceptional level of customer service and an extra layer of customer specific support for internal and external stakeholders.

This role will be responsible for establishing and managing governance frameworks with strategic clients including leading governance meetings, partnership metrics and day-to-day issue identification and resolution, ensuring execution of tasks and joint Sharp/Customer team performance.

The role leads multiple facets of a customer relationship including superior customer service, communication and collaboration ensuring both customer and Sharp objectives are identified and achieved to the highest standards. This role demands strong leadership, solution-oriented strategic thinking, and has a deep understanding of all facets of the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

The following is a list of minimum responsibilities related to the Client Services role. Other duties may also be assigned.

Primary Responsibilities:

• Grow and maintain strategic accounts through customer interaction and technical expertise. ​
• Serve as a primary point of contact for assigned customers.
• Organize and host regular business reviews and on-site customer visits. Align, monitor and present on Sharp/Customer KPI’s.
• Influence customer decision-making through exceptional communication skills. ​ ​
• Support to drive issue resolution affecting project execution, scheduled production and/or product shipments.

Cross-Functional Collaboration

• Function as a bridge between customers, sales, operations, quality, supply chain and all other supporting functions. ​
• Lead internal teams to ensure customer satisfaction and commercial OTIF. ​
• Collaborate with internal Sharp and external customer teams to enhance partnerships.
• Ensure alignment with internal groups regarding customer production needs.
• Collaborate with internal Sharp and external customer teams as required to ensure alignment and progress specific customer activities and/or initiatives.
• Establish connection and collaborate, as applicable, with associates in all Sharp divisions executing activities for assigned customers. ​
• Apply GMP, GDP, GCP, and other relevant GxP principles. ​

Service & Process Improvement

• Identify new opportunities within strategic accounts and share customer-related intelligence with BD group to identity for further development.
• Share product ordering trends and identify customer needs for assigned accounts.
• Identify and recommend service offerings and/or solutions based on customer needs.
• Identify and implement process improvements for efficiency and quality.
• Support customers with sample design, packaging, and process changes.

Project & Account Management

• Coordinate and lead (or attend in support of CSS) weekly customer meetings to support OMS and internal teams related to open order status, forecast changes/trends, pending customer supplied materials/documents, open or pending change management, open NCR’s/Quality concerns, etc., to ensure alignment with actions and priorities. Meeting notes to be made available after each meeting.
• Collaborate with customer and internal departments to accurately scope and quote change management and new product projects. Support non-product quoting activities as required, support BD group in yearly commercial pricing.
• Monitor non-product financials for timely quoting and PO receipt and accuracy of invoicing.
• Coordinate and support project and commercial order production to align with client goals utilizing Sharp and customertools.
• Create and manage project plans and budgets for “mini projects” not managed through PMO. Issue timely meeting notes/status updates to stakeholders.
• Maintain and share high-level project status reports, whether leading or supporting the change or project.
• Lead post-project reviews to capture lessons learned.

Administrative & Communication Tasks

• Ensurecustomer requests/needs for information are received by appropriate internal teams to ensure timely completion of request. (i.e., Compliance questions/document requests, audit scheduling, quality/operational questions, etc.)
• Collaborate with internal customer team to maintain current customer contact lists and meeting cadence.
• Communicate customer insights and needs within appropriate Sharp functions to ensure the customer voice is heard.
• Document and communicate the current and future state of each customers book of business.
• Ensure consistent and effective use of communication tools and processes, including use of Sharp and/or customer portals/business applications identification, alignment and support as applicable by requirement.

The CSA may work in partnership with an assigned Customer Services Specialist, at which time division of responsibilities will be further defined with support of managers.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate clearly, influence without authority, and work acrossdisciplines.
• Strong language skills for reading, writing, and presenting information.
• Superb coordination, management and attention to detail
• Timely and courteous communication
• Solution Oriented
• Ability to juggle multiple tasks and timelines.

SUPERVISORY RESPONSIBILITIES:

There are no direct supervisory responsibilities for this role. Senior level colleagues may be asked to assist in training new hires during onboarding and/or mentor and support departmental and/or client facing team members, encouraging professional development and collaboration.

PREFERRED / REQUIRED EDUCATION and/or EXPERIENCE:

• MBA and 3 Years Minimum Experience within Pharma/CRO/CMO Industry
• Or
• B.A., B.Sc., plus 5 Years Minimum Experience within the Pharma/CRO/CMO Industry

• Experience in Project Management, Supply Chain or Operations role in Pharmaceutical Packaging would be an advantage.
• Well-developed verbal and presentation skills for personal presentations and writing abilities to respond to complex situations or opportunities.
• Well-developed people skills
• Certifications in PMP, APICS or other Industry Certification is a plus.