Customer Service Manager

5 months ago

Thornhill, Canada Galderma Full time

With a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that spans the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermo-cosmetics, and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body’s largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we’re in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Customer Service Manager

Location: Thornhill, ON

**Job Description**:
The Customer Service Manager will be responsible for leading the Customer Service team on ensuring a seamless ‘Customer Journey’ for Galderma customers and respective sales team(s).

Key Responsibilities
- Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma’s commitments to the “Customer Journey”
- Lead the ongoing growth and development of the team, including regular performance assessments, coaching, and training to ensure the team consistently meets and exceeds performance targets
- Lead a group of five direct reports to build knowledge, introduce best practices and promote high employee engagement and retention
- Collaborate with offshore shared services team to ensure enhanced delivery of agreed scope and to achieve intra-team efficiencies across order management and accounts receivables
- Liaise regularly (weekly, monthly, quarterly) with the management team - both sales and functional - to review and address insights, opportunities, and obstacles
- Analyze SLAs, response times and open tickets to provide reporting of KPIs and trends to manage and improve customer support

Skills & Qualifications
- 5 + years experience in customer service lead or manager role, preferably within a CPG or Pharmaceutical environment
- Fluent in English, strong oral and written communication skills - French preferred
- Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections
- Technical aptitude and comfort with Oracle (or similar ERP/SAP systems), Microsoft Office products and Power BI
- Proven ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)
- Ability to lead by example and inspire team members to achieve and excel in stakeholder satisfaction and performance goals.
- Strong attention to detail, analytical and problem-solving skills

What we offer in return
- A great work environment with an inspiring work ambiance
- Growth and development possibilities
- An excellent benefits program starting day one
- Pension program after one year of service (company contribution of up to 10%)
- Tuition Reimbursements
- Service awards program

Next Steps
- If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
- The next step is a virtual conversation with the hiring manager
- The final step is a panel conversation with the extended team

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

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