Global Customer Service & Distribution Manager


Basel, BL, CH



About Idorsia Pharmaceuticals Ltd

Idorsia Ltd is reaching out for more - We have more ideas, we see more opportunities and we want to help more patients.

In order to achieve this, we will develop Idorsia into one of Europe’s leading biopharmaceutical companies, with a strong scientific core.

Headquartered in the Basel Area (Allschwil) in Switzerland - a European biotech hub - Idorsia is specialized in the discovery and development of small molecules, to transform the horizon of therapeutic options. Idorsia has a broad portfolio of innovative drugs in the pipeline, an experienced team, a fully-functional research center, and a strong balance sheet – the ideal constellation to bringing R&D efforts to business success.

Idorsia was listed on the SIX Swiss Exchange (ticker symbol: IDIA) in June 2017 and has over 800 highly qualified specialists dedicated to realizing our ambitious targets.


The Supply Chain Global Customer Service & Distribution Expert will be responsible for overall performance and service provided by the Customer Service Department in relation to operational model globally, either outsourced to the 3PL/4PL logistics partners, or internally managed; and such in very close cooperation with the country organizations to build a best-in-class operation, as well as system transactional and data relating to this area. Furthermore, the role is responsible for the management and execution of warehousing and secondary transport activities (last mile distribution) over the product portfolio of the various therapeutic areas of Idorsia.


The role will liaise with order-to-invoice (O2I) and order-to-cash (O2C) dimension and the related cross functional subject matter experts (Finance, Trading & Compliance, etc.) , in order to initially establish, and then ensure effective routine operations; and specifically coordinating the interdependencies between warehousing and logistics process and the O2C ones. The job holder is the system and notably Idorsia ERP/SAP business owner, for Customer Service and secondary Warehousing and Distribution, and as such in charge for this area of leading or contributing to the BPD (Business Process Design), FS (Functional Specifications), Testing, MDM (Master Data Management), as well as being key user for Idorsia SAP system and other interdependent applications.



Key Responsibilities


  • Project lead and Operationally manage Customer Service and Warehousing & Distribution (3 PL’s) to optimize service and reduce costs
  • Manage contractual agreements and SLA (Service level Agreements) for 3PL’s
  • Assures high activity-based performance level of the 3 PL process, in the Regions at competitive costs, including interdependencies on and with Customer Service levels and Order-to-Cash
  • Manage seamless implementation and execution of Global Supply chain W&D strategies and tactics across all regions to meet objectives
  • Assures compliance of GxP and HSE Idorsia Policies for Warehousing & Distribution
  • Ensure SAP W&D Customer Service functional specification readiness and maintenance
  • Manage coordination of 3PL providers for Customer Service, Warehousing & Distribution



Candidate Requirements


  • BA/BS (or equivalent) required, master’s degree preferred
  • Minimum 7+ years professional experience within Supply Chain in the areas of Secondary Warehousing and Distribution as well as Customer Service Management
  • Excellent understanding and intensive knowledge of the Health Care and Pharmaceutical industry its processes and regulations (knowlede in Medical Device is an asset)
  • Fully familiarized with Third party Logistics Operations management and execution
  • Significant experience managing 3PL Logistics providers including last mile distribution in different countries and regions
  • Excellent functional SAP understanding and experience, to ensure reflection of all physical material movements
  • Robust experience of operating within SAP (R3 or S4H) system environment
  • Deep understanding of SAP structure, main transactional processes relating to Warehousing & Distribution (mainly SD and MM modules), and Customer Service from order-1-invoice (O2I) till order-2-cash (O2C)
  • Understanding the functional as well as business environment, and able to have in depth comprehension of products, financial, physical, trade and transactional flows of Single Principal model Pharmaceutical/Medical Devices
  • Proven record of successfully operating within all aspects of Customer Service tasks (incl. O2I and O2C processes, outsourcing activities to 3PL etc.
  • Capability to manage complex situations with a sense of urgency and a good balance of strategic thinking and tactical/operational execution
  • Experience in successfully interacting and communicating with all levels of seniorty within the organization
  • Ability and Agility to work in a complex matrix environment
  • Fluent in English (written and spoken)



Work  Location: Allschwil

Country: Switzerland

Business Area: Global Commercial Operations, Global Supply Chain

Schedule: Fulltime

Job Type: Permanent

Job ID: 2896



If you are interested, please click on apply now.

Please be informed that if you are selected for this position, your employment will be subject to a pre-employment background screening process, of which you will be informed in greater detail in due course.

Idorsia operates a strictly controlled list of preferred recruitment partners. For those partners who have no valid, signed Master Service Agreement in place with Idorsia, please note that all unsolicited resumes, CVs, anonymous profiles, or any other candidate details submitted through our website or to personal e-mail accounts of employees of Idorsia Pharmaceuticals (including any of its subsidiaries, affiliates or related companies) are considered the property of Idorsia Pharmaceuticals and are not subject to payment of any form of introduction, placement or referral fees.