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Customer Service Manager - Pharma

ID:  1550
Date of Posting:  Apr 22, 2025
Business Area:  Other
Job Type:  Direct Employee
On site / Remote / Hybrid:  Hybrid
Location: 

Milano, IT

Territory: 
Full-Time or Part-Time:  Full Time
Seniority:  Mid-senior

With its beginnings in a family run pharmacy in Correggio, Italy in the 1920s, Recordati is now a global pharmaceutical company, listed on the Italian stock exchange, with over 4,500 employees and turnover of over Euro 2bn.

We are a group of like-minded, passionate individuals who go to extraordinary lengths for our patients, customers, partners, investors and the people across the globe who we serve. We develop and commercialise medicines to serve people living with common diseases, as well as those living with some of the rarest, in around 150 countries.

At Recordati, our mantra is simple. We’ve always believed that health, and the opportunity to live life to the fullest, is a right, not a privilege. Whether that is for common diseases or the rarest – we want to give people the opportunity to be the best version of themselves.

This drive will never stop. Together, we will always be reimagining tomorrow – with new ideas, new technologies and new innovations to fight diseases.

Recordati. Unlocking the full potential of life.

Job Purpose

The role is responsible for managing processes related to retail and wholesale customers for the ethical product portfolio (entering and updating commercial terms and contracts for key customers on SAP); monitors order intake against monthly business targets versus intermediate distribution (WHS) and ensures compliance with economic indicators for each customer group, in line with commercial management. Oversees and guarantees the correct execution of all activities aimed at ensuring excellent service standards and a high level of customer satisfaction.

Key Responsibilities

  • Monitoring the order intake of monthly targets for key customers in intermediate distribution (WHS), ensuring adherence to Cut Off times. Collecting and analyzing customer feedback with the aim of providing a service oriented towards continuous improvement and promptly providing feedback to management.
  • Ensuring precise, timely, and professional resolution of customer requests, promoting constant communication with warehouses.
  • Managing tools related to the order process (DAFNE, SAP, external warehouses), providing support in managing prices, customer data, and materials.
  • Managing the price list file and supports the introduction of new products.
  • Sending updates to databases for new products, price changes, and order conditions.
  • Working closely with the Supply Chain on procurement issues, obsolescence management, stock verification, and organizing necessary product transfers between warehouses.
  • Collaborating with various company functions (Finance, Medical, Marketing, Sales) to pursue the improvement of Customer Service procedures and standards.
  • Managing returns, thefts, and losses (processing complaints, reports, involving relevant departments) and handles credit note requests for damaged or missing products.
  • Managing and coordinates a team.

Required Education

Degree in medical scientific disciplines, or economics, preferred. Master will be considered as a plus.

Required Skills and Experience

Previous experience in the role and strong knowledge of the pharmaceutical world.

Required Behaviours and Competencies

  • Good knowledge of SAP; SAP 4Hana is preferred
  • Proficiency in the Microsoft Office package, particularly Excel
  • Excellent communication and interpersonal skills; attentive listening skills and strong empathy
  • Organizational and planning skills
  • Customer oriented mindset
  • Analytical and problem solving skills with a strong aptitude for mediation
  • Flexibility and resilience

Required Languages

Good knowledge of English

At Recordati we believe in people! Inspired by our purpose - unlocking the full potential of life - we are committed to creating a diverse environment and cultivating a culture of inclusion. We strive to continually lead with our values and beliefs, enabling our employees to bring their whole selves to work and develop their potential.

We are proud to be an equal opportunity employer. We recruit, develop and reward without regard to, amongst others, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental ability, race, ethnicity, political or religious belief.

If you are looking to join a company where you can try new things, speak openly, and be bold, we invite you to apply today.

Apply now »