Client Service Associate and Planner

2 weeks ago

Whitby, Canada Thermo Fisher Scientific Full time

Customers globally rely on our extensive range of products and services—

from life-saving medicines to lab essentials to next-generation instruments. Our Operations team leverages our PPI (Practical Process Improvement Business System) to manufacture and produce these products and continuously improve productivity and quality all while contributing to our Mission - to enable our customers to make the world healthier, cleaner and safer.

**Summary**:
Handles customer order activities, from receipt of purchase order/request through to shipment of finished goods, increasing operating efficiencies and customer service. Provides clients with timely and accurate reporting of the status of customer orders using delivery schedules and takes corrective actions to mitigate any late deliveries. Creates and maintains the production plan in SAP system based on available production capacity (both Machine and Labour).

**Essential Functions**:

- Supervises client orders through receipt to shipment and invoicing; follows up with internal teams to ensure performance to On Time Delivery (OTD).
- Acts as voice of the customer at the site, while highlighting delivery risks, escalations and stock outs.
- Participates in site operational meetings and chairs/attends weekly client calls.
- Facilitates customer order revisions and cancellations.
- Coordinates customer order releases and shipments from the plant.
- Mitigates any outstanding issues affecting production or release of product with client.
- Monitors and reports weekly and monthly OTD performance and client metrics.
- Balances and adjusts production plan as appropriate to enhance on time delivery and production efficiencies, with focus on resolution of client conflicts on shared constrained equipment
- Coordinates extra sampling/ shipping requests.
- Receives Firm Purchase Orders (POs) from customers, in accordance to Sales and Operation plan, confirms completeness and communicates confirmation information to client.
- Coordinates with support teams for document readiness, material availability, and release.
- Coordinates client requirements such as Active Pharmaceutical Ingredient (API) requirements with Business Managers (BMs) / Project Managers (PMs)
- Coordinate requirements with internal teams, i.e. Procurement, Production, Process pharmacy, Quality.
- Creates and maintains master data, i.e. Bill of Materials (BOMs), Routings and other customer related data in SAP.
- Reviews bulk and semi-finished materials before accepting and planning new orders.
- Reviews various reports including Expiry report to minimize obsolescence

**REQUIRED QUALIFICATIONS**

**Education**:
College/Technical School diploma in Materials Management or related business field.

BSc in Supply Chain, Logistics or similar business field preferred.

Association for Supply Chain Management (ASCM/APICS) CPIM/CSCP or similar certification preferred.

**Experience**:
Minimum 4 years previous client related experience preferably in a pharmaceutical or manufacturing environment.

**Equivalency**:
Equivalent combinations of education, training, and relevant work experience may be considered.

**Knowledge, Skills and Abilities**:
Strong client service orientation, and business perspective skills. Excellent interpersonal and communication skills (both written and oral). Ability to create metric for Key Performance Indicator (KPI) reporting. Effective negotiation skills. Detail oriented with the ability to quickly analyze complex problems and propose solutions. Ability to balance and handle changing priorities. Works autonomously under general direction to meet project and team objectives. Proficient in Microsoft skills (Word, Powerpoint and Advanced Excel). Proficiency with the English language.

**Standards and Expectations**:
Follow all Environmental Health & Safety Policies and Procedures. Work collaboratively with fellow team members, modelling positive team principles and partnering to meet project and departmental objectives. Carry out all duties within strict compliance to Patheon quality systems Standard Operating Procedures (SOPs) and Good Manufacturing Practice (GMP). Maintain workspace in a clean and orderly fashion. Actively engage in and adhere to departmental systems to maintain a smooth and efficient workflow (visual management, scheduling systems, etc.). Be client and patient conscious at all times. Understand Key Performance Indicators and strive to improve the performance of the team by identifying areas for system improvements and engage in problem solving. Models positive thinking and is open to change, motivating the team to adapt to shifts in priorities and new ways of working. Proactively identify areas for improvement in the execution of procedures. Communicate risks to timelines in a proactive manner. Consistently strives to improve skills and knowledge in related field.

**Physical Requirements**:
Light physical effort and fatigue. Walks, sits or stands for limited periods. Ma

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