Job Detail

Req #: 1902530


Location: Boudry, Neuchatel, Switzerland


Job Category: Manufacturing/Technical Operations


Work Location: Route de Perreux 1 2017


Organization: Logistics


Employee Status: Full-time


Job Type: Fixed_Term

At Celgene we are committed to changing the course of human health through bold pursuits in science, life-enhancing therapies and a promise to always put patients first.  Celgene’s team in Boudry are made up of passionate, talented people who contribute every day to achieving our mission of putting patients first with industry-leading programs.

To continue this important work, we are recruiting a Customer Service Manager to join our team. (Max duration contract 1 year - Maternity leave cover)

What great looks like in this role and Objectives of this Role
Our ideal candidate will be responsible to manage the International Customer Service team of Celgene Logistics, ensuring order management, returns and complaints handling and other activities part of Customer Service.

Knowledge and skills required ​

• A business university degree or equivalent


• 5 years’ experience in a Customer Service department


• Experience in managing people and leading teams


• A business/administrative school graduate or equivalent in industry experience


• Strong interpersonal skills, be a team player and be willing to work in an environment where individual initiative and accountability to the team are required.


• Able to work with independently, and to set and manage own objectives as well as objectives for direct reports


• Strong PC experience and Microsoft programs experience


• ERP system experience preferred


• Excellent written and oral communication skills


• Fluent in English, French and one other European language


• Ability to work and perform productively, in a fast-paced and rapidly changing environment

Daily and Monthly Responsibilities

• Line Managers shall provide a safe and healthy work environment for their staff in areas under their control, and shall ensure compliance with relevant rules and legislation in those areas.


• Lead International Distribution Specialists, supervise the team and organize their daily work.


• Ensure timely order management and fulfillment of customer service levels.


• Set the standards for operational team excellence.


• Encourage the team to work in a team spirit environment.


• Ensure a positive and professional image of International Customer Service.


• Hire, train and support internships and apprentices during their period within the team.


• Implement new procedures and processes to optimize Customer Service group effectiveness.


• Communicate proactively with customers and external partners.


• Respond to customers inquiries promptly, identify issues and concerns and provide appropriate solutions.


• Interact with suppliers, forwarders and Logistic Service Providers to facilitate orders fulfillment.


• Identify and anticipate internal and external requirements and expectations.


• Establish Named Patient Programs (Named Patient Program) Distribution Network supported by compliant SOP's Be a member of Named Patient Programs task forces.


• Support new market extension.


• Maintain Risk Management Program (Risk Management Program) processes and database, ensure compliant handling of orders.


• Ensure compliant invoice/credit memo management and overall compliance of Customer Service processes with Finance requirements.


• Supervise product returns management. Handle complaints.


• Work closely with managers from other departments; such as Commercial, Manufacturing, Quality Assurance, Finance, Legal, Medical Affairs, Regulatory Affairs, Drug Safety and various Celgene Affiliates.


• Manage specific projects.


• Be the main point of contact entry for 3rd parties Clinical Supplies and manage the setup of the supply for approved requests Ensure proper Clinical Trials orders by examining every request and getting approval prior to any shipment.


• Provide support as appropriate to Celgene International II Sàrl organization to ensure GDP standards are met.

About Us




COMMITTED TO IMPROVING THE LIVES OF PATIENTS WORLDWIDE



At Celgene, we seek to deliver truly innovative and life-changing drugs for our patients. Our vision as a company is to build a major global biopharmaceutical corporation while focusing on the discovery, the development, and the commercialization of products for the treatment of cancer and other severe, immune, inflammatory conditions.




"At Celgene, we seek to deliver truly innovative and life-changing drugs for our patients."



There are more than 300 clinical trials at major medical centers using compounds from Celgene. Investigational compounds are being studied for patients with incurable hematological and solid tumor cancers, including multiple myeloma, myelodysplastic syndromes, chronic lymphocytic leukemia (CLL), non-Hodgkin’s lymphoma (NHL), triple-negative breast cancer and pancreatic cancer. As committed as we are to clinical accomplishment, we are equally committed to patient support, which is a guiding principle at Celgene. We believe all who can benefit from our discoveries should have the opportunity to do so. Celgene puts patients first with industry-leading programs that provide information, support and access to our innovative therapies.