Director Order To Invoice Europe

Pp Be One continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer. /p p The Director Order to Invoice (O2 I) Europe is the rregional SME and accountable leader for the end-to-end Order to Invoice process and Customer Service operations across Commercial Europe. /p p The role has responsibility for customer master data, sales order management, order release and interface with third-party logistics providers (3 PLs), invoicing, back-order management, returns, complaints, credit notes and rebates. The Director also leads regional Customer Service operations, ensuring appropriate organizational capabilities, effective end-to-end processes and a consistently responsive and reliable experience for internal and external customers. /p p As a key member of the Europe Distribution Customer Service organization, the Director ensures operational excellence, regulatory and GDP compliance, effective governance and continuous improvement across European markets. The role also provides O2 I leadership for New Product Introductions and divestments and acts as a key partner to Quality Assurance, Finance, GTS, Regulatory Affairs and the Commercial organization. /p h3 Governance /h3 pwill ensure that processes and procedures are followed within all given guidelines, and that roles responsibilities are adhered to within Be One Europe protocols using RACI, SOPs, Working Instructions, GMP/GDP requirements and existing SLA or SOW agreed with each country and/or external partner. /p h3 Learn develop a deep understanding of markets dynamics, local regulatory / governmental requirements, QA needs GDP standards relating to distribution /h3 h3 Become the voice of distribution within Be One on O2 I matters. Participate and lead key meetings (weekly/monthly/quarterly) with own team, internal external customers and other stakeholders or partners linked to O2 I operations. /h3 h3

Key Responsibilities
/h3 ul li Lead the end-to-end Order to Invoice (O2 I) and Customer Service operations across Europe, including customer master data, order management, invoicing, returns, complaints, credit notes and rebates. /li li Lead and develop the European Customer Service team, ensuring appropriate capabilities, operational excellence and a high-quality customer experience. /li li Drive New Product Introduction, divestment and launch readiness from an O2 I and customer service perspective. /li li Ensure strong governance and compliance with SOPs, GMP/GDP requirements, SLAs and local regulatory requirements. /li li Own and continuously improve relevant systems and digital solutions, including SAP S/4 HANA, Esker and electronic customer interfaces. /li li Monitor performance through key O2 I and Customer Service KPIs and drive continuous process improvement. /li li Build strong cross-functional partnerships with QA, Finance, GTS, RA, Commercial and Distribution, acting as the voice of Distribution on O2 I matters. /li li Lead the resolution of operational issues, complaints and deviations and ensure appropriate management escalation. /li /ul h3 Main KPIs /h3 ul li Sales orders: released sent to 3 PL on time, OTIF, incidents (wrong customer, quantity, price,...), /li li Customer Service: customer queries lead time to solve, track classify #queries /li li Customer master data: created or updated on time, correctly created 1st time, accuracy /li /ul h3 Qualifications /h3 ul li Minimum 10+ years in finished product pharmaceutical distribution, customer experience and order-to-cash processes, systems duties, with the ability to operate effectively in evolving structures and ambiguous environments. /li li Required

Education:
Engineering or Business Administration University degree. /li li Proven experience managing end-to-end O2 I Customer Master Data execution, including customer service performance and operational compliance in a GDP environment. /li li Track record of strong expertise in SAP 4 HANA SD/MM modules and in Customer Experience solutions like Esker, Salesforce or Zendesk /li li Knowhow on European requirements like tracking, counterfeiting serialization /li li Key User ability and participation into URS and SAP/ESKER roll outs is a key asset. /li li Demonstrated experience of international / regional and cross functional matrix working environment /li li Experience in launch readiness, new distribution models, wholesalers, Stock in Trade management, invoicing schemes, gross to net or business scale-up environments is highly valued. /li li Fluency in both verbal and written English and any other European language /li /ul h3 Supervisory Responsibilities /h3 p Yes, team of 6 direct reports located in 4 different European countries /p h3 Ethics /h3 p
- Treats people with respect; Inspires the trust of others; Wor