Business Operations and Customer Service Lead

📌 Core Information

🔹 Job Title: Business Operations and Customer Service Lead

🔹 Company: CSL

🔹 Location: France

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading the Business Operations and Customer Service strategy in France for CSL Seqirus vaccines.
• Ensuring smooth implementation of vaccine business operations and customer service activities.
• Overseeing several key processes in partnership with a 4PL provider.
• Driving the successful launch and development of Seqirus influenza vaccines in the French market.

ASSUMPTION: This role is critical in shaping the future strategy of Seqirus in France, based on the expansion and influence mentioned. The inclusion of leadership and problem-solving indicates a focus on both operational excellence and strategic foresight.

📋 Key Responsibilities

✅ Lead the customer service management through a 4PL provider to build exceptional customer experiences.

✅ Own key Business Operations processes, including maintaining SOPs and achieving business milestones.

✅ Partner with commercial and sales teams to ensure meeting of customer expectations and manage 4PL team KPIs.

✅ Direct in-season campaign management activities with various partners.

✅ Develop process improvement plans and act as a Subject Matter Expert for Business Operations.

✅ Implement customer experience improvement initiatives and manage complaints.

ASSUMPTION: The responsibilities are structured to emphasize leadership, customer satisfaction, and operational efficiency, aligning with cross-functional teams for comprehensive oversight.

🎯 Required Qualifications

Education: Bachelor's Degree or relevant experience in Customer Service Management

Experience: At least 5 years in Customer Service and Commercial Operations, preferably in the Pharma industry

Required Skills:

• Customer Service Management
• SAP
• Data Analytics
• Microsoft Office, particularly Excel

Preferred Skills:

• Familiarity with the Pharma industry
• Fluency in French and English

ASSUMPTION: The qualifications highlight a balance between technical expertise, particularly in SAP and data analytics, and language skills, necessary for communication in the French market.

💰 Compensation & Benefits

Salary Range: Not specified; typically aligns with pharmaceutical industry standards in France.

Benefits:

• Comprehensive medical and dental coverage
• Retirement savings plan
• Professional development opportunities

Working Hours: 40-hour workweek

ASSUMPTION: Compensation likely includes competitive salary and benefits typical of the industry, given CSL's stature and market presence, though not explicitly mentioned.

📌 Applicant Insights

🔍 Company Context

Industry: Pharmaceutical Manufacturing

Company Size: 10,001+ employees, indicating a robust and stable global presence.

Founded: Not specified, but company history includes over 100 years of contribution to human health.

Company Description:

• Dedicated to plasma collection and innovation in treatment solutions.
• Operates globally with over 280 plasma collection centers.
• Focuses on providing therapies for rare and serious diseases.

Company Specialties:

• Iron deficiency solutions
• Dialysis and nephrology innovation
• Rare condition therapies

Company Website: https://www.cslplasma.com/

ASSUMPTION: The company's diverse global operations and focus on specialized therapies influence its strategic approach, with a strong emphasis on innovation and patient-centric solutions.

📊 Role Analysis

Career Level: Mid-level management role with potential for growth into strategic positions.

Reporting Structure: Reports to the CSL Seqirus Country Head for France.

Work Arrangement: On-site, suggesting close collaboration with in-country teams.

Growth Opportunities:

• Opportunities to influence strategic direction in a growing market.
• Potential to advance within CSL's global organizational structure.
• Access to professional development resources.

ASSUMPTION: The role offers strategic growth potential as the market for vaccines expands, guided by performance within the existing corporate structure.

🌍 Location & Work Environment

Office Type: On-site corporate environment

Office Location(s): France, with collaborations across European teams

Geographic Context:

• Cultural and language fluency important for regional operations.
• Key player in European vaccine distribution strategies.
• Potential collaborations with international teams, especially NW Europe and France.

Work Schedule: 40 hours per week, standard full-time schedule

ASSUMPTION: The French location suggests a vibrant, dynamic work environment with the potential for involvement in the wider European market strategies.

💼 Interview & Application Insights

Typical Process:

• Apply through the company's careers page
• Initial resume screening
• First round of interviews focusing on role-specific skills and experiences
• Final interview with senior management

Key Assessment Areas:

• Leadership capabilities
• Operational and SAP expertise
• Problem-solving and strategic planning ability

Application Tips:

• Highlight experience in pharmaceutical operations and customer service leadership.
• Demonstrate proficiency with SAP and other analytics tools.
• Emphasize bilingual communication skills in French and English.

ATS Keywords: Customer Service Management, SAP, Vaccine Operations, Leadership, Pharmaceuticals

ASSUMPTION: The interview process will likely assess both technical skills and strategic vision, given the critical role focus.

🛠️ Tools & Technologies

• SAP for enterprise resource planning and operations management
• Microsoft Office for communication and data analytics
• Data analytics tools for performance assessment and strategic planning

ASSUMPTION: Emphasis on SAP and data-driven insights underlines the role's complexity and demands proficiency in these tools for effective management.

👔 Cultural Fit Considerations

Company Values:

• Commitment to innovation and excellence
• Adaptability to change in a dynamic market
• Drive for improving patient outcomes

Work Style:

• Collaborative and team-oriented
• Strategic and foresight-driven
• Detail-oriented and process-focused

Self-Assessment Questions:

• How do you align your problem-solving approach with strategic goals?
• Can you provide examples of leading customer service improvements?
• How do you apply data analytics in decision-making processes?

ASSUMPTION: The cultural fit leans towards strategic enterprise leadership with a solid grounding in process excellence and innovation.

⚠️ Potential Challenges

• Managing cross-functional teams with varying objectives
• Navigating regulatory compliance in vaccine operations
• Balancing strategic goals with operational realities
• Continuous adaptation to evolving market demands

ASSUMPTION: The challenges mirror the strategic importance of navigating complex operational environments while achieving key business objectives.

📈 Similar Roles Comparison

• Roles in other vaccine manufacturers focusing on customer service leadership
• Operations managers in pharmaceutical supply chain environments
• Customer service directors in healthcare logistics companies

ASSUMPTION: Similar roles are likely to share an emphasis on operational leadership, customer service, and strategic planning in healthcare settings.

📝 Sample Projects

• Implementing a new SAP module for enhanced inventory management
• Developing strategic partnerships with 4PL providers for improved efficiency
• Launching customer satisfaction surveys to inform strategic improvements

ASSUMPTION: Projects will typically involve strategic and operational initiatives to enhance service delivery and operational performance.

❓ Key Questions to Ask During Interview

• What are the biggest challenges facing the Business Operations team currently?
• How does this role contribute to the strategic goals of CSL Seqirus in France?
• What are the key performance indicators for this position?
• Can you describe successful past initiatives driven by this role?
• How does the company support professional development and career growth?

ASSUMPTION: Questions focus on strategic alignment, role impact, and growth opportunities, reflecting the senior nature of the position.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights applicable skills and experiences relevant to this position.
• Prepare for a multi-stage interview process emphasizing both technical and leadership competencies.
• Research CSL and its market presence for informed discussions.
• Prepare questions that reflect your understanding and interest in strategic operations management.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.