Repligen Corporation - Breda NB

As Sr Manager Customer Service, you will be responsible for the daily work of the team providing support for all global customer inquiries at Repligen. You’ll keep track on projects, are the point of contact for the team members (4 persons) and bring our customer service to a higher level.
The ideal candidate has experience with workflow automation, LEAN business practice, and customer services best practices.

Repligen Corporation (NASDAQ:RGEN) is a life sciences company focused on the development, production and commercialization of high-value consumable products used in the process of manufacturing biological drugs. Our bioprocessing products are sold to major life sciences and biopharmaceutical companies worldwide.
This position is located at our new OPUS Column production site in Breda. Our OPUS Columns are plug-in purification columns which saves time in the production process of pharmaceutical products for our customers.

  • As the senior member of the customer service team in Breda, we are expecting you to guide the daily work of the team providing support both internally and externally for all customer inquiries, order entry, etc. for Repligen’s global customer base.
  • Identifying and refining current and future state business processes.
  • Work with IT to conduct analysis & facilitate testing on data and system functionalities with core focus on business content.
  • Help to standardize customer service in all current and future regions.
    Responsible to leverage analytical tools such as Tableau, SAP Business Intelligence, SalesForce, and Microsoft Business Tools.
  • Responsible to help develop methodology to atomically generate Key Performance Indicators and Critical Performance Indicators that clearly articulate underlying operational performance and provide clear sighted recommendations to improve performance globally.
  • Responsible to keep projects on track, prioritizing, and a focus on process development and improvement in a global landscape.
  • Responsible to detect early identification of performance gaps and for developing timely and effective programs and initiatives for improvement to ensure that we reach or exceed financial and operational commitments.
  • Set priorities that align with major goals – encourage innovation.
  • Ability to explain expectations effectively and clearly for Customer Service team.
  • Successfully operate in a deadline-driven, results-oriented environment requiring flexibility to evolving needs and priorities.
  • A bachelor (hbo) degree in an area like: Business Administration, Logistic Management, Commercial Economy.
  • 5 - 8 years’ experience as team leader or manager within customer service is required. Preferrable in a global organization.
  • Understanding of workflow automation, LEAN business practice, and customer services best practices.
  • Proficiency with standard business tools: Microsoft, presentations, spreadsheets, internet software, database software, and SAP a plus.
  • Excellent analytical and creative problem-solving skills.
  • Highly organized and detail oriented.
  • Excellent written and verbal communication skills in English.

We offer

  • A competitive remuneration package, including a yearly bonus, non-contributory pension and partial compensation on your personal health insurance.
  • A stimulating environment where you will be part of an enthusiastic team supporting our customer’s needs.
  • Attention for personal development.
  • The possibility to contribute to the healthcare of patients worldwide.