Head of Supply Chain Canada

Description

The Head of Supply Chain is responsible for leading Galderma Canada’s supply chain, customer service and outsourced logistics operations.

The key functions of this role include development and execution of strategy, identifying and maximizing efficiencies and driving continuous improvements through cross-functional collaboration with local process owners and global counterparts.

This role has direct reports in Supply Chain and Customer Service with the potential for areas of oversight to grow as the company evolves.

This role also manages 3PL / relationships with a focus on ensuring key performance indicators are met and appropriate and timely resolutions of logistical issues.

Key Responsibilities

Customer Service & Logistics

• Ensure best-in-class customer experience and engagement by leading the Customer Service Transformation strategy, and develop performance metrics for change management measurement.
• Identify and lead opportunities for continuous improvement including but not limited to streamlining of workflows, development of customer service tools and processes, CRM enhancements etc.
• Lead and develop the Customer Service team, provide coaching, mentoring and direction as required
• Provide resolution for customer service issues, ensuring to analyze root cause and implement preventative measures
• Collaborate with other departments to integrate logistics with business systems or processes, such as customer sales, order management, accounting, or shipping
• Overall management of 3PL provider to achieve optimal efficiency and service levels, including strategizing on increased volumes and path forward to servicing Galderma customers (Direct to Physicians, retail and wholesale)
• Manage inventory levels for accuracy, efficiency and timeliness
• Maintain a strong understanding of delivery requirements and transport costs (Inbound and Outbound) to ensure the means being used for transporting products and supplies are cost-efficient and effective
• Ensure carrier compliance with company policies or procedures for product transit and delivery
• Identify and manage KPIs with all customers, warehouse and transportation (on-time, shipping, receiving, inventory, returns, damages)
• Review and approve all distribution invoices for trade / sample management and marketing materials
• Support the month end process by ensuring 3PL provider is aligned to Galderma expectations

Supply Chain

• Develop and implement the supply chain strategy including systems / tools / process improvements for procurement, planning, logistics, fulfillment, warehousing and inventory management
• Identify, drive and manage improvements in the S&OP process to result in higher forecast accuracy and improved customer service levels and working capital metrics
• Organize and Enable the Demand Planning process with all stakeholders and planning and forecasting tools
• Maintain daily tier 1 meetings with supply chain team, as well as weekly operations meetings with CLT to cover operations in the short term (S&OE)
• Lead and develop a team of supply chain associates, provide coaching, mentoring and direction as required
• Manage all KPIs associated with Supply Chain (MOH, DPA, DPB, Distribution Costs, COF, Bad Goods)
• Develop short and long-term goals, KPIs, and objectives, and develop and execute against annual operational plan
• Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption of above Supply Chain KPIs
• Manage new and existing vendor contracts through; negotiations, qualification, certification, maintaining supply agreements, and ensuring compliance requirements are met
• Work with Regulatory team to ensure compliance with the business process
• Optimize inventory projections based on open purchase orders, and review safety stock requirements for critical products

Skills & Qualifications

• Demonstrated ability to develop, execute and deliver operational strategies
• Successful track record of innovative leadership in similar roles
• Entrepreneurial and hands-on mindset
• Knowledge of direct to customer, retail / wholesale pharmaceutical-specific customer service is required; (CPG or Aesthetics market knowledge would be an asset).
• Positive, engaging and goal-oriented management style
• Minimum work experience : 10 years in pharmaceutical or consumer goods industry, min. 2 years managing Operations function with direct reports
• 5 years Customer Service experience with knowledge of best in class Customer Service practices and experience managing a customer service team
• Logistics designation (Canadian Logistics Professional strongly preferred) or ASCM certification such as CSCP or CPIM
• Knowledge of pharmaceutical regulatory environment (Health Canada)
• Proficient in standard logistics software, MS Outlook, Excel, Oracle, SAP, Word, PowerPoint
• Excellent analytical, problem solving and organizational skills
• Excellent communication skills, both oral and written (French an asset) with strong negotiation and persuasion skills, with
• Strong change management and time management skills
• Completion of post-secondary education from a recognized university
• Ability to travel to Europe (5%) and within Canada (25%)

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.