Customer Account Manager

Position background
The Customer Success Team within Tjoapack is responsible for the interaction with customers and suppliers. Implementation of new customer projects, onboarding new suppliers is a key aspect. Maintaining the relationship with external parties, including contract management, forecast evaluation and regular business review meetings.

Customer Success is responsible for the first communication with the customer regarding order placement or complaints about the order service-level.
As a Customer Account Manager you are part of the team that plays a key role in transforming the pharmaceutical supply chain and accordingly (re)packaging medicines to make them timely available for the relevant markets.

In this role, you are the customer’s direct contact and are responsible for all things related to assigned customers. You will act as the liaison between the customer and TPU to ensure the customer’s success throughout the entire Tjoapack experience. To support each customer’s success, you will lead other department SMEs/internal stakeholders in streamlined communication for customer needs. This role fosters partnership and ensures customer satisfaction is always a priority. In this position you will report to the Director of Customer Success.

Your responsibilities include

• Establishing, developing, and maintaining strong partnerships with customers, with a persistent focus on delivering exceptional customer satisfaction.
• Acting as the primary point of contact for customers and ensuring clear, timely, and accurate communication both externally and internally.
• Organizing and leading customer meetings, including daily, weekly, and monthly reviews, as well as Business Review Meetings (BRMs), with proper documentation of meeting outcomes.
• Managing customer relationships through proactive engagement and collaboration on business needs and initiatives.
• Evaluating and administering customer forecasts, ensuring alignment with operational requirements.
• Accurately execute data entry transactions in our ERP-system (QAD)
• Conducting pricing verifications and reviewing quotations for accuracy.
• Taking ownership of sales orders and ensuring their accurate processing.
• Overseeing ancillary services and allocating customer-owned bulk or semi-finished goods, including the generation of lot allocation documents.
• Conducting Root Cause Analyses (RCAs) and managing Change Controls (CC), CAPAs, and RAs.
• Coordinating validation activities and managing minor changes, such as label copy revisions and packaging instructions, in collaboration with subject matter experts.
• Equipping customer support teams with relevant information about packaging orders or other business initiatives.
• Supporting cross-departmental collaboration to ensure customer initiatives are executed seamlessly.

Our offer
We will help you become successful in your new job with a customized development plan. At Tjoapack, we work hard, encourage innovative ideas, and give freedom to work independently.

Place within the organization
Tjoapack is a global contract packaging organization (CPO) specialized in primary and secondary pharmaceutical packaging and supply chain management services. We’re dedicated to shaping the future of the pharmaceutical supply chain to be safer and more reliable for our customers and for patients. With more than 35 years of track record in contract packaging, we use our knowledge and experience to offer flexible solutions to our customers challenges and use the latest technologies to continuously improve our operations. We now supply products to over 45 countries across all continents.

A TMA Analysis is part of the selection criteria.

Your letter of motivation should be in English. Please address your letter and CV to Samira Houdane, Corporate Recruiter, and use the apply button.

Your background, qualification and skills

• Bachelor’s degree preferred, or High School Diploma with relevant experience.
• Familiar with cGMP/cGDP principles or willing to complete training on pharmaceutical standards.
• Experience in the pharmaceutical industry is a plus.
• Strong verbal and written communication skills in English.
• Proficient in Office 365 (Word, Excel) and Microsoft Teams.
• Familiarity with or experience in Project Management.
• Experience with technical writing is an advantage.
• Understanding of manufacturing operations and support processes.
• Knowledge of ERP systems such as SAP or QAD.
• Proven ability to manage multiple tasks and prioritize effectively.
• Perform well under pressure and meet tight deadlines.
• Attention to detail and accuracy in all aspects of work.