Customer Service Manager / Þjónustustjóri

Overview Of Role:

Are you passionate about delivering exceptional customer service and ensuring smooth supply chain operations? We are looking for a Customer Service Manager to join our team!

As the single point of contact (sPoC) for internal and external stakeholders, you will play a key role in order management, demand control, and process improvements. This is a leadership role focused on process and coordination, not a people management role at this time.

Key Responsibilities:

• Act as the main contact for all demand and supply-related topics.
• Manage and follow up on delivery commitments, ensuring timelines and quantities are met.
• Update delivery dates in SAP and coordinate order changes.
• Support monthly demand reviews and provide insights on trends and lifecycle events.
• Track and prioritize backorders, resolve process bottlenecks.
• Monitor and report supply KPIs (OTIF, backlog, lead time, MOQ adherence, etc.) and initiate corrective actions.
• Lead demand control activities and meetings with tactical planners.
• Create daily outbound orders.
• Drive process improvement initiatives.
• Escalate demand and supply issues when necessary.
• Ensure planning parameters are accurate and collaborate with customers on improvements.

Qualifications:

• Education: University degree in social sciences, technical, or business discipline.
• Experience: Minimum 5 years in supply chain management.
• Skills: Strong leadership in a complex matrix environment.
• Excellent communication and negotiation skills.
• ERP experience (SAP preferred) and proficiency in MS Office.
• Customer and quality-focused mindset.
• English required, Icelandic is a plus.
• Additional training in supply chain, project management, or operations is desirable.

(Icelandic)

Ertu drífandi, lausnamiðaður og hefur áhuga á að tryggja framúrskarandi þjónustu og skilvirkni í birgðakeðju? Við leitum að þjónustustjóra til að ganga til liðs við okkur!

Í þessu hlutverki verður þú aðaltengiliður (sPoC) fyrir innri og ytri viðskiptavini og berð ábyrgð á að stýra pöntunum, eftirspurnum og öðrum umbótaverkefnum.

Helstu Verkefni

• Vera aðaltengiliður fyrir öll mál sem tengjast eftirspurn og framboði.
• Fylgja eftir afhendingum og tryggja að magn og tímarammi standist.
• Uppfæra afhendingardaga í SAP og samræma breytingar á pöntunum.
• Aðstoða við yfirferð mánaðarlegra eftirspurnaráætlana.
• Fylgjast með og forgangsraða óafgreiddum pöntunum, leiðrétta eða fjarlægja hindranir í ferlinu.
• Vakta og greina lykilmælikvarða (OTIF, birgðastöðu, afhendingartíma o.fl.).
• Leiða fundi um eftirspurnarstýringu með áætlunarteymum.
• Búa til daglegar útflutningspantanir.
• Leiða umbótaverkefni í ferlum.
• Koma málum í réttan farveg þegar þörf krefur.
• Tryggja að skipulagsbreytur séu réttar og vinna með viðskiptavinum að umbótum

HæFniskröFur

• Menntun: Háskólagráða í félags-, tækni- eða viðskiptafræði.
• Reynsla: Að lágmarki 5 ár í svipuðu hlutverki.
• Hæfni: Leiðtogahæfni í flóknu og síbreytilegu umhverfi.
• Framúrskarandi samskipta- og samningatækni.
• Þekking á ERP-kerfum (SAP æskilegt) og góð tölvukunnátta (MS Office).
• Þjónustu- og gæðamiðuð nálgun.
• Mjög góð enskukunnátta er nauðsynleg, íslenska er kostur.
• Æskilegt er að hafa viðbótarþjálfun tengt birgðakeðju, verkefnastjórnun eða rekstri.

What We Offer:

• An inspiring challenge to work with great co-workers on ambitious projects that change people's lives.
• The chance to be a part of a global and fast-growing company.
• An international work culture that encourages diversity, collaboration and inclusion.
• Positive, flexible, and innovative work environment.
• Support for personal growth and internal career development.
• Company social events and milestone celebrations.
• Excellent in-house canteen and coffee house.
• Exercise and wellbeing support for full-time employees.
• On-site shower facility.
• Transportation grant towards eco-friendly modes of travel for full-time employees.
• Internet at home for full-time employees.

Why Alvotech

At Alvotech, we are passionate about improving lives by increasing access to affordable biologics. We’re purpose-driven and committed to fostering an inclusive and diverse working environment that encourages curiosity, ingenuity and simplicity. We want our employees to feel inspired in their careers, challenged by interesting and meaningful work and empowered to succeed in an agile environment.

True to our Icelandic roots, we also believe that integrity, gender equality, and fairness are foundational. We strive to bring together the brightest minds regardless of backgrounds and beliefs, to deliver to our partners and patients around the world. Let’s create a healthier world together, through affordable biologic medicines.