Project Manager – Customer Care & Order Management – All Genders

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A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

The Supply Chain Performance Team is accountable for the robustness and efficiency of Supply Chain processes.

We drive Supply Chain transformation through a roadmap of projects worldwide, with the constant objective of improving customer satisfaction, reaching operational excellence and supporting business development.

Our team is also in charge of documenting and sharing best practices, and deliver the relevant KPIs to improve our overall performance.

For a replacement, we are actively looking for a Customer Care & Order management Project Manager to manage key projects that contribute to develop Customer Centricity and our Omnichannel strategy.

What will be your responsibilities at bioMérieux?

As a Customer Care & Order management Project Manager, within the Supply Chain, and in collaboration with the subject matter experts and your sponsor, you will take the ownership of projects and lead them end to end:

• scoping,
• process design,
• implementation & deployment,
• change management,
• hypercare and training,
• progress and risks reporting to the steering committee

For example, you could:

• Deploy worldwide a post-delivery survey to our customers. Develop Customer centricity in the different subsidiaries and advocate for the importance of the analysis of Customer Voice, support the business to efficiently manage customer feedbacks.
• Improve Customer Supply team’s efficiency: audit current practices of Customer Supply teams, assess process efficiency, level of digitalization and customer orientation. Advise them on how to develop.
• Support the implementation of customer services such as VMI.

Beyond your role of project manager, you work in close collaboration with your manager, the Business Process Owner, to help define the strategy of the Customer Supply domain.

You punctually contribute to other projects as a stakeholder to be the voice of Supply Chain and ensure all transformations impacting Customer Experience and Ordering process are consistent with the evolutions you are leading.

Overall, in an environment under digitalization, you control the implementation of sustainable solutions, for a unique customer experience, with an increasing added value brought by our customer supply teams.

Who are you ?

• Master Degree, you have a minimum of 5 years of experience in Customer Service environment, with a specific experience in project management, ideally in Customer Experience, CRM and Order Fulfillment processes.
• You have a solid functional background, apetite and capacity to develop it rapidly by interacting with experts of Customer Supply processes.
• You are autonomous, an accomplished team player, capable to energize a workgroup to meet the objectives.
• You have good written and verbal communication skills to reach consensus, negotiate and propose solutions.
• Your structured approach allows you to manage projects and change successfully.
• You are at ease in a multicultural environment.
• You manage your way through ERP systems, experience with Sales Force is a plus.
• English & French are your 2 languages at work.

The company is currently managing more than a million of customer orders every year, we are taking a turn into digitalization in a context of transformation of the Supply Chain, with a key objective to improve customer satisfaction.

If you wish to live this journey, to join a dynamic team and to contribute to the company transformation, please join us.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

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