Customer Supply & Install Base Manager

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

We are seeking a Customer Supply & Installed Base Manager to join our UK/Ireland Customer Service team! 

This new role will be responsible for organizing and managing the Customer Supply & Install Base admin team to ensure customer satisfaction through order management, product delivery & equipment installation, invoicing, complaint handling, and service contract management. This role will cover both Clinical and Industry and will be reporting strong line to UK/IE Supply Chain Manager and dotted line to the UK/IE Customer Service Manager.

This position is a key pillar in transforming our organisation into an agile, great place to work that is customer centric.  This is a great opportunity to build a talented team in a unique Cluster transformation momentum for us!

This position is responsible for 6-8 direct reports and will require presence in our Basingstoke office (hybrid working policy).

What will be your responsibility within bioMérieux?

Manage the Customer Supply (50%) & Installed Base admin team (50%) to ensure the following:

• Customer orders captured conform with the customer offer; and oversee order fulfillment through to invoicing, in compliance with internal and external rules and regulations.
• Resolve conformity issues of the orders, and when necessary, manage the orders rejected by the shared services centers (SSC)
• Identify opportunities of improvement and fix recurring issues.
• Resolve non-technical complaints in collaboration with the other departments (warehouse, transport, finance, quality, subsidiaries or SSC) through the KPI reviews.
• Decide specific services suitable for customers (ex: supply shared management) in collaboration with Sales and Supply Chain teams.
• Validate and execute customer returns and carrier damages.
• Ensure customer master data accuracy and be aware of customer pricing structure and ensure their correct implementation.
• Ensure installed base data accuracy, including maintenance of SAP data.

 Main accountabilities:

• Mentor, coach, train and develop the Installed Base and Customer Supply team members
• Support the team within daily operational workload handling
• Daily monitoring of the team performance related to SAP ADC (add, delete, change) process, installation process, contract management (contract setup, contract change, contract renewal and Warranty conversion)
• Daily monitoring of teams performance in cooperation with SSC (Shared Service Center) process setup
• Prepare data and manage all defined KPI’s related to Install Base and Customer Supply team responsibility
• Managing add random task within teams (on demand invoicing, Quotestream, CRM install base change request)
• Contribute within different meetings on a local and wider level
• Set up standardized processes and improve communication between related departments 

Who are you?

Studies and Experience

• Bachelor or Master degree, ideally Supply Chain, Engineering or Finance orientated
• 2-3 years’ experience managing a team, ideally in an international environment
• Demonstrated experience with Salesforce, SAP with proficient usage of Windows OS, MS Office programs (Excel, Word, PowerPoint)

Skills and Qualifications

• Ability to work in a cross functional and multicultural environment
• You have demonstrated experience building a cohesive and motivated team
• You are customer oriented, always seeking to ensure satisfaction
• You are able to take decisions 
• Ability to define and develop strategies in different areas
• You are a problem solver and proactive seeking continuous improvement of processes and performance

• Excellent communication skills and interpersonal skills, you are at ease addressing escalated issues
   

What do we offer?

We offer a competitive salary and benefits package, hybrid working policy along with the possibility to grow and develop within a world leading, international company with a purpose of serving public health!

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.