Senior Manager Customer Service

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.

We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients. 

For the expansion of our Distribution team, argenx is looking for a Senior Manager Customer Services.

PURPOSE OF THE FUNCTION

The Senior Manager Customer Service will work closely with the direct colleagues as well as with the cross functional teams (Finance, Supply Chain, Quality, Regulatory, etc…) LRD’s, ensuring operations are handled as per SOP’s for the coordination of inbound and outbound logistical operations including inventory management, warehousing and transportation to ensure the supply of goods and products to third party customers. It is essential for this role to develop a strong relationship and understanding of local regulatory/governmental requirements, QA needs & GDP standards relating to distribution, and local market needs.

ROLES AND RESPONSIBILITIES

• Responsible for all order-to-cash (O2C) activities such as sales orders, credits, returns & destructions, backorders, Invoicing, blocked orders for invoicing & goods allocation

• Secure order operations for all LRD’s and 3rd party customers and report business progress to senior management

• Responsible for the integrity of the financial transaction (O2C) linked to any movement of finished products

• Work closely with the corporate and Local Finance teams to ensure smooth delivery of all O2C processes, and that related specific SLAs are met

• Responsible to manage distribution operations performed out of Distribution Center Relationship with 3rd party logistic providers (Service, Cost, Quality)

• Ensures Financial and Tax Compliance of  Legal Entity transactions related to the scope of activity (O2C transactions)

• Responsible for seamless and optimized physical distribution to markets in the scope of activities

• Responsible to ensure full respect of GMP's, GDP's, Policies and SOP's in daily activities

• Participate in maintaining the quality system

• Responsible to reconcile orders received, shipped and delivered with 3PL

• Responsible to reconcile orders sent from LRD to 3PL with LRD

• Ensuring that transport to and within each country is according to the required SLA

• Month End Reconciliation (inventory management, replenishment, safety stock, reporting)

• Leading QBR with internal stakeholders as well as external vendors e.g. 3PL

• Support the expansion of argenx into new markets

• Support the Commercial teams in managing our distributors

• Help launch new products and manage the roll out of those products to different markets

• Support and/or lead as applicable argenx development projects as directed

Management impact

• Responsible to build and secure our operations for the selected markets

• Responsible to report progress to senior management

• Responsible to define and implement a global customer approach

• Indirectly responsible for avoiding stock out

• Responsible for the development and implementation of projects to reduce logistic costs within scope of activity

• Responsibility for seamless and optimized physical distribution to markets in the scope of activities

• Responsible to implement policies to ensure compliance vs national and international regulations within scope of activity

SKILLS AND COMPETENCIES

• Strong understanding of Pharmaceutical or Biologics manufacturing and cGMP processes, as well as new product introduction

• Knowledge of GDP requirements

• Strong interpersonal and negotiation skills to be able to engage confidently with key stakeholders at all levels across the organization

• Ability to understand and work with a number of different cultures

• Be customer focused, respectful, have high integrity; be open & honest and excellent at execution

• BS knowledge required

• Ability to work with CMO’s to ensure on time resolution of problems while maintaining good working relationship with all partners

• Must be effective in influencing decisions and multi-functional priority across organizations and partners.

• Ability to analyze and interpret information about the supply chain for effective and successful resolution of problems that occur because of inadequate supply or incorrect forecast

• Ability to work collaboratively and effectively together within cross-functional teams and networks

• Demonstrated communication skills, within a multi-cultural and multi-lingual global environment

• Is agile and demonstrates adaptability, comfort with ambiguity, trust-building, and resilience

• Derives energy from operating in a dynamic, complex, fast-moving, and frequently changing business environment

• Demonstrable experience with project management, proactive planning, priority setting, and securing alignment

• Drives toward outcomes

• Ambitious, inquisitive naturally, a quick study, with demonstrated eagerness to continuously learn, self-improve and develop. This includes being comfortable giving and receiving feedback in a diverse environment

• Passionate and prepared to lead and contribute to our culture, which is driven by our corporate values of co-creation, innovation, empowerment, excellence, and humility.

• EDUCATION, EXPERIENCE

• Minimum 10 years of experience in a similar role

• Professional fluency in English and Spanish is required; knowledge of French is a plus.

• OTHER

• Travel up to 20% of the time.

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This job is eligible to participate in our short-term and long-term incentives program.

The hiring range displayed above is the range of possible base pay compensation that argenx believes in good faith it will pay for this role at the time of this posting. The hiring range is based on the job grade for this position. Individual compensation paid within this range depends on a variety of factors, including, but not limited to, internal equity, prior education and experience, job-related knowledge and demonstrated skills. argenx may pay more or less than the posted range and this range may be modified in the future.

At argenx, all applicants are welcomed in an inclusive environment. They will receive equal consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other applicable legally protected characteristics. argenx is proud to be an equal opportunity employer.

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