Job Title
OneSource Customer Operations
Location(s)
Sanofi Waterford (Ireland) - Customer Site
Job Responsibilities
Participate in gathering customer requirements during the contract renewal cycle, such as understanding and processing customer requests for services, planning preventive and/or corrective maintenance, and raising contract to vendor request for ad-hoc services.
Collect documents required for on-site work (e.g., HSE and electrical approvals, GMP training, declaration of seconded workers) and correlate them with the work.
Collect and forward the documents needed to update risk assessment documentation.
Ensure that the service provider is aware of the Prevention Plan.
Collect the maintenance and qualification protocols and check that they are consistent with the work to be carried out.
Ensure that service providers are familiar with the company's and customer's QHSE instructions and procedures, and ensure that these are recorded.
Welcome external service providers to the customer's site in compliance with QHSE rules, and coordinate their arrival on site ensuring that work permits exist and checking that they are in order.
Take delivery of the work from a documentary point of view.
Fill in the supplier and customer monitoring database where applicable (as agreed in the contract) and ensure that it is updated regularly.
Facilitate the running of the service by monitoring the receipt/dispatch of parts and equipment relating to the intervention.
Act as the technical interface with service providers by providing technical feedback on faults encountered.
Collect or provide information required for proper invoicing of services (e.g., WO closures, supply of OS estimates).
Arrange invoicing for services not covered by the contract.
Provide day-to-day support to customers by taking part in follow-up meetings and answering queries by email or telephone.
Alert the Regional Manager in the event of a QHSE anomaly.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
Critical Skills
Sense of Customer Service
Excellent understanding of Customer Care
Good interpersonal skills
Excellent written and verbal communication skills
Good organizational skills
Experience of working with CMMS databases
Proficiency in Microsoft office packages, Excel, Word, Powerpoint, Outlook
Basic Qualifications
Good Educational Background with 3–5 years administrative experience OR 2–3 years' higher education or equivalent experience in commercial management
Preferred Qualifications
Knowledge or experience of Life Science Industry
Knowledge and experience of GxP
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