Overview
**Make a global impact—join Repligen.**We’re united by a mission to inspire advances in bioprocessing as a preferred partner in the production of biologic drugs that improve human health worldwide. No matter your role or background, at Repligen, you will play a key part in shaping some of the most innovative and life-changing therapies in the world. We foster a culture of purpose, collaboration, and shared success—where every voice matters and every contribution drives progress. Join us!
We are looking for a results-driven leader who sees the "big picture" without losing sight of the daily details. As our Senior Manager, EMEA Customer Service you're going to orchestrate a high-performing operation that spans order management, process rigor, and regional strategy.
In this role, you aren't just managing a team; you are the bridge between our global vision and regional execution. You’ll lead the charge in driving daily process rigor, leveraging business intelligence to smash performance targets, and ensuring our customers across the EMEA region receive nothing short of excellence.
This is a hybrid role where you'll work 3 days a week from the office in Breda and report into our Global Head of Customer Service.
Responsibilities
As the Senior Manager, EMEA Customer Service you will be responsible for:
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Lead a customer service team managing enquiries, order entry and order management for the EMEA region customers.
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Drive daily process rigor in the operation through standard work, daily management and continuous improvement activity to ensure high service levels, leveraging business intelligence performance data.
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Ensure solid process in place to manage team workload to ensure customer and business expectations can be met.
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Performance manage the team through setting appropriate, measurable goals and providing regular timely feedback. Work with the wider global customer service organization to build a customer service career pathway.
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Drive collaboration with all partner functions within EMEA to ensure effective and timely communication and responsiveness.
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Be a partner for EMEA sales leader, financial and operations leaders in delivering EMEA Customer expectations and business targets.
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Drive and report on customer experience for the EMEA region. Track and drive improvement with NPS and report out as needed in regional fora.
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Take the lead for EMEA region in customer feedback, ISO audits, complaint investigations or other key business and quality processes.
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Be the voice of EMEA customers in global process development and projects.
Qualifications
The successful candidate will meet the following requirement:
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BS/BA degree or minimum 10 years management experience in a customer facing or operations environment.
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Fluency in English and at least 1 additional European language.
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Background in a complex environment building and maintaining working relationships.
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Highly organized and detail oriented with excellent analytical and problem solving skills.
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Excellent verbal and written communication skills.
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Experience working with ERP systems like SAP or Oracle and understanding and experience of LEAN/6 sigma tool/practices.
What Repligen Offers
Repligen offers you a competitive remuneration package, including a yearly bonus, non-contributory pension, partial compensation on your personal health insurance and flexible working hours. But most importantly Repligen offers you a stimulating, fast-paced environment with steep learning curves and the opportunity to contribute to the healthcare of patients worldwide. All of this with an international team in Breda, Netherlands.