Customer Service Manager

Job description

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Position Summary The Customer Service Manager will be responsible for leading the Customer Service team in ensuring a seamless ‘Customer Journey’ for both internal and external Galderma customers, including commercial and sales teams. This position will ensure accurate and timely order-to-cash (“O2C”) execution, from new customer account creation and onboarding, order management and resolving customer issues and queries. The Customer Service Manager will be instrumental in building and strengthening customer relationships, supporting internal and external stakeholders, and making continuous improvement in service levels of the team. Essential Functions Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma’s commitments to the ‘Customer Journey’ Lead a group of five to six Customer Service Specialists to build knowledge, introduce best practices and promote high employee engagement and retention Lead the ongoing growth and development of the team, including regular performance assessments, coaching, and training to ensure the team consistently meets and exceeds performance targets Collaborate with offshore shared services team to ensure enhanced delivery of agreed scope and to achieve intra-team efficiencies across order management and accounts receivables Analyze SLAs, response times, and open tickets to provide reporting of KPIs and trends to manage and improve customer support Ensure accurate and timely order-to-cash execution through applicable systems (i.e., Oracle, Salesforce) and partner closely with Finance, Marketing, Sales, and Supply Chain in managing allocations, backorders, delivery challenges, invoicing discrepancies and returns Serve as an escalation point for complex customer issues and high-impact service disruptions Partner closely with Senior Logistics Manager to measure and improve customer experience from our third-party logistics partner(s), including customer deduction investigation and dispute management Liaise regularly with the management team – both sales and functional – to review and address insights, opportunities, and obstacles Ensure application of local compliance and process alignment with group standards & policies Act and support as a subject matter expert in continuous improvement and optimization initiatives in achieving and managing the Galderma Customer Journey Minimum Education, Knowledge, Skills, and Abilities Bachelor’s degree in business, Supply Chain, or related field (or equivalent experience). 5+ years of experience in customer service, with at least 2 years in a supervisory or management role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment Fluent in English, strong oral and written communication skills – French preferred Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections Strong experience working within ERP systems (i.e., Oracle, SAP) Proficiency in customer relationship management platforms and tools (i.e., Salesforce, Veeva) Ability to lead by example and inspire team members to achieve and excel in stakeholder satisfaction and performance goals Ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance) Excellent organizational skills and the ability to manage multiple priorities and deadlines while adapting to shifting demands. Strong verbal and written communication skills, with the ability to effectively engage with internal and external stakeholders. Proactive, self-motivated, and continuously driven to improve both processes and personal professional development This position is based at Galderma downtown Toronto office (161 Bay St.) with at least three days working on site per week. The annual base salary range for the role is 115,000 - 120,000 CAD and it is bonus eligible.