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Logistics and Customer Service senior manager

Location:
Neuheim, Zug, Switzerland
Posted:
April 16, 2021

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Resume:

Susanna Butler

Sonnrain **b, **** Baar, Switzerland

+41-794****** adlqc1@r.postjobfree.com

Proven ability to lead multi-cultural teams through Supply Chain projects, fast learner and adapter, process improvements oriented, Diversity and Inclusion Champion, team player

WORK EXPERIENCE

Biogen International GmbH – Zug, Switzerland

Logistic Sr. Manager – Pharmaceutical Operations and Technology Mar 2017 – Present

1.Responsible for the Logistics and Customer Service Team for the European Region (2 levels organization with a total of 10 direct and indirect reports). The Team performs the daily logistics and customer service activities for the markets in scope (replenishments of local 3PLs, wholesalers’ orders management, stock and revenue reconciliations, interface errors resolution, etc).

2.Managing relationship with main stakeholders: Finance, Planning, Quality, +25 Affiliates and external partners.

3.Responsible for the relationship with the Central Warehouse: managing the KPIs (OTIF, picking accuracy, Stock accuracy, etc), leading of the Performance Review Meeting, addressing services issues and leading process improvements and/or projects.

Major Accomplishments

Led the logistics readiness for several products/markets launches. Most rewardable the launch of a Biosimilar products in 18 countries on same day (first day after patent expiration of originator product)

Led several 3PL implementation/move projects

Established process to timely manage release process at CW and eliminate backlog

Led several process improvements projects/initiatives (e.g. CW inbound and outbound capacity, OTIF calculation, prices set up optimization)

Led the implementation of a new QBR format with the Central Warehouse (CW) aimed to a more efficient usage of time with Affiliates as well as assessment and clear prioritization of initiatives and projects

Customer & Logistics Services (CLS) EMEA (Johnson & Johnson Supply Chain) – Zug, Switzerland

Process & Contract Manager – Strategy and Deployment Apr 2013 – Feb 2017

1.Responsible for Warehousing Contracting lifecycle management in the EMEA Region. As part of the Customer and Logistics Services EMEA and interacting with several internal and external stakeholders, responsible to negotiate and develop Third Party Logistic agreements for warehousing services ensuring business requirements (operational, quality, legal, regulatory, etc) are captured and compliance with Regional guidelines and Corporate policies is maintained. Also responsible to ensure all contracts (around 80) in the EMEA Region and for the 3 Sectors (Pharma, MDD and Consumer) are signed, renewed, amended or terminated on time and in line with tender and sourcing pipeline.

Major Accomplishments

Led, from CLS EMEA related aspects, the Benecol and Splenda Divestiture Projects, ensuring execution of transition service agreements as well as transition of stock and activities to the buyers, minimizing impacts on the day to day operations.

Developed the cross-sector warehousing contract and term-sheet templates through a process improvement aimed at identifying best practices with the respect of sectors specificities;

Defined requirements, managed the design and the implementation of a Cross-Sector Contracts Tracker review process to control all WHS contracts data and to ensure actions are planned and taken on time;

Led the introduction, in the tender phase, of a questionnaire to assess suppliers’ commitment to “diversity” topics in the execution of services.

McNeil Nutritionals (Cilag International GmbH – Johnson & Johnson) – Zug, Switzerland

Operations Manager – Distribution and Logistics May 2010 – Mar 2013

4.Responsible for the Customer Services Team. The team was in charge of the daily Customer Services activities as order taking and input in the SAP System, tracking of deliveries, customers’ complains analysis and management, returns management, invoicing and debits and credits issue. The team was also responsible for the correct Masterdata set up for new products, prices or promotions as well as of Account Receivable and Account Payable for the IE, UK and Benelux Markets;

5.Responsible for the relationship with the 4 External Distribution Centers: monitoring of the KPIs (OTIF, picking accuracy, Stock accuracy, on time receiving), leading of the Performance Review Meeting, negotiation of new activities (repacking, relabeling, promotional activities) and contracts review and negotiation;

3.Leader of the Masterdata and LSP Streams (2 direct reports) of the McNeil Nutritionals Integration in the J&J Consumer Business and new ERP SAP system (based on JnJ Consumer template) Implementation project.

Major Accomplishments

Successfully led the transfer of the customer services activities from the McNeil Nutritionals to the J&J Consumer Organization and ensured a smooth roll-out of the new SAP system;

Significantly improved the KPIs related to Customer Services Activities (IFTR>99.6%) through analysis of issues encountered and the implementation of standard practices and processes.

Significantly improved the KPIs related to Masterdata set up (internal and at Distribution Centers);

Successfully designed and implemented controls to ensure correctness and facilitate approval of the warehousing and distribution invoices;

Reviewed and implemented new controls in the processes related to Third Parties Management and Revenue & Rebate Cycles in order to ensure SOX compliance;

Successfully led the negotiation of a special QA product inspection;

Reviewed and improved the deducible invoices management process in the IE market.

McNeil Nutritionals (Cilag International GmbH – Johnson & Johnson) – Zug, Switzerland

Operations Coordinator – Systems & Controls Mar 2009 – Apr 2010

Major Accomplishments

Defined and successfully implemented the new processes and IT interfaces exchanged between the DC, the Sales Agent and McNeil Nutritionals to ensure alignment of the stock levels (on SKUs and Batches level) for the Benelux market (“stock reconciliation project”);

Implemented lessons learned from the “stock reconciliation project” in the IE and UK Distribution Centers;

Improved the knowledge and awareness of the processes and tasks within the Operations Team thanks to the review of the existing SOPs, and creation of the WIs;

Improved the coupons management process in the IE Market.

OTHER WORK EXPERIENCES

PosteShop S.p.A. - Project Manager – Business Processes & IT May 2006 – Oct 2008

SDA Logistica Srl (3PL) - Logistics Engineer - Processes, Systems and Quality Feb 2004 – Apr 2006

Alenia Spazio SpA – Process Analyst – Production & Logistics Processes Jan 2001 – Jan 2004

ATAC SpA - Stager in the Transport Division Sep 2000 – Dec 2000

SINTESI SpA - QA Processes Analyst Jun 1999 – Aug 2000

EDUCATION

July 2000 State Examination to practice the Profession of Engineer.

1999 University of Tor Vergata (Rome), Master Degree in Industrial Engineering (95/100), final thesis “Autonomous Agents in the Company Decisional Process: Sinteg as an example”. Courses and thesis were oriented to the modelling and optimization of business processes.

JOB RELATED COURSES

JNJ CURRICULUM Trainings:

oINFLUENCER

oFPX PROJECT LEADERSHIP

oCHANGE MAP FOR MANAGER

oFIRST LINE LEADERS II CERTIFICATION

oMANAGEMENT FUNDAMENTALS I CERTIFICATION

oSOFIA PROGRAM – Development Program for Women

oFINANCE FOR NON FINANCE MANAGERS

oCOMMUNICATION SKILLS

oKARRAS NEGOTIATION

AILOG (Italian Association of Logistics and Supply Chain Management) - Correct warehouse dimensioning, directed to provide support tools for the design or the re-engineering of the warehouses and of the transportations modules (inbound/outbound).

AILOG (Italian Association of Logistics and Supply Chain Management) - Advanced logistics: strategic aspects in managing the supply chain aimed at an in-depth study, of the current logistics situation in all its variants linked to the diverse combinations of products and markets.

SAP Education MILAN Italy - Sales and Distribution Processes aimed at a description of the fundamental business processes contained in the Sales module (SD).

SDA Bocconi MILAN Italy - Project Management for Information Systems, directed to a definition of a methodology for project management with particular emphasis on the characteristics of IT projects.

LANGUAGES

Spoken and written Italian: mother tongue

Spoken and written English: good

Spoken and written German: B1 level



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