Make your mark for patients
We are looking for a Global Customer Service Lead with excellent leadership and strong analytical skills and a customer-centric mindset to join our Global Supply Chain department, Global Logistics function based at our UCB Campus in Braine-L’Alleud, Belgium .
About the role
As a Global Customer Service Lead, you will be responsible for ensuring that our customer service approach remains sustainable and consistently aligned with the Global Supply Chain's vision and goals. Your focus will be on delivering exceptional customer experiences, fostering a customer-centric culture within your team, and driving continuous improvement in service excellence. This is to be secured by:
* Monitoring the metrics that matter and are appropriate for top-quality services and high customer satisfaction.
* Managing and developing the capability of the Customer Service Team and building effective relationships with key stakeholders.
* Implementing and improving processes and ways of working that ensure supply continuity.
What you will do
People management:
* Engage team members with UCB strategy and objectives.
* Set up, monitor, and review annual objectives for team members.
* Bridge with Supply management to implement and support growth strategies.
* Define and communicate Customer Service standards.
* Foster integration/collaboration with other relevant stakeholders/departments to provide the best service to customers.
* Represent Global Supply Chain in all internal and external communication.
Service Delivery:
* Supervise Sales Order Processing, Product Shipment Execution, and Post-delivery Service.
* Oversee complaint/deviation supervision in Trackwise system and implement CAPA when required.
* Optimize cross-functional collaboration to drive service improvement, forecasting accuracy, and replenishment management.
* Handle complex and escalated customer service issues.
* Analyze relevant data to determine customer service outputs.
* Identify and implement strategies to improve the quality of service, productivity, and profitability.
* Liaise with company management to support and implement growth strategies.
* Oversee the achievement and maintenance of agreed customer service levels and standards.
* Participate in the improvement of existing processes/procedures.
* Be part of Hot Topics meetings to ensure Global Distribution Logistics alignment with internal stakeholders.
* Investigate root causes and propose corrective/preventive actions.
Project management:
* Develop strategies to improve quality of service, productivity, and profitability.
* Lead departmental projects and initiatives (in collaboration with other departments if applicable).
* Develop, maintain, integrate, and improve Global Supply Chain processes and documentation.
Reporting:
* Manage and develop team’s KPIs/metrics that matter.
* Execute weekly/monthly service reports and Quarterly Dashboards to ensure agreed Customer Service Levels are met.
* Monitor the accuracy of reporting and database information.
Financial control:
* Manage departmental budget.
* Identify cost-to-serve improvement opportunities and deliver implementations.
Customer relationship:
* Build strong relationships with customers, being active and proactive in identifying their needs and problems.
* Lead, develop, and implement action plans or processes to resolve customer issues.
Demand & Forecast:
* Collect and analyze the latest market/country information to understand mid and long-term supply requirements.
* Check and challenge monthly forecasts versus orders and analyze data to improve FCT accuracy.
* Analyze past demand to gather the most probable demand for mid-long-term demand to ensure correct capacity is implemented during budget exercises.
Order Management:
* In the scope of daily customer service activities, ensure top-quality service is always provided to internal and external customers by creating/maintaining an excellent reputation with all internal and external business contacts.
* Ensure order processing from A to Z is working smoothly.
Interested? For this role, we are looking for the following education, experience, and skills:
* Master or Bachelor’s Degree in a relevant field.
* Excellent leadership, interpersonal, and communication skills, and an effective team player who can engender credibility and confidence within a matrix organization.
* Strong analytical skills and highly organized with a keen sense of what it takes to get the job done.
* Result-driven, business-oriented, and energetic self-starter with strong operating skills and a sense of urgency.
* Able to balance objective analysis and intuitive decision-making tailored to specific circumstances.
* Solid project management and relationship-building skills that overcome complex and multidimensional business challenges.
* Ability to articulate compelling ideas and information in a clear, inspirational, and pragmatic manner.
* Excellent command of written and spoken English (preferably French).
Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!
About us
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.
Why work with us?
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equitable opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow and have the freedom to carve your own career path to achieve your full potential.
As an Equal Opportunity Employer, we are open to all talent and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status, or any other federal, state, or local protected class.
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities, contact us at for application to US-based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.
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