VIATRIS HELLAS LIMITED LIABILITY COMPANY

At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via: 

Access – Providing high quality trusted medicines regardless of geography or circumstance;
Leadership – Advancing sustainable operations and innovative solutions to improve patient health; and 
Partnership – Leveraging our collective expertise to connect people to products and services. 
 

Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas. We are committed to helping create healthier communities worldwide through education, outreach and better access to treatment. 

For those driven to live their lives with purpose, Viatris helps employees realise their full potential by creating a collaborative culture that fosters courage and resilience. Viatris is more than just a place to work. This is a place to make a difference in the world. 

The Role & What You Will Be Doing 

The Customer Service Manager is the key contact to lead and supervise local Customer Service function, spearheading the overall department operations for Viatris. This role requires a strategic and hands-on leader who can coach and develop CS team, drive customer satisfaction, optimize operational efficiency and ensure compliance with industry standards and regulations. The ideal candidate will work closely with internal cross-functional teams and external partners to deliver a seamless customer experience. Managing the team in the daily business activities and team's performance is as crucial as implementing new solutions for our growing business.

Every day, we rise to the challenge to make a difference and here’s how the Customer Service Manager role will make an impact: 

• Leads the CS team, managing the daily business and continued improvement projects, while developing of team members, ensuring high performance and engagement
• Develops and implements customer service strategies aligned with the company's global standards and local market needs
• Acts as a primary point of escalation for customer issues, ensuring timely and effective resolution
• Ensures flawless daily Customer Service operations, including order processing, invoicing, reporting and complaint handling, to ensure efficiency and accuracy and offer high customer satisfaction
• Works closely with Supply, Finance, Quality assurance and rest company departments regarding routing, delivery lead times, returns booking, transportation and quality complaints and all relevant matters that affect customer service
• Tracks and achieves related key performance indicators (KPIs)
• Reporting and supervising of reporting (including daily sales, returns and different established reporting needs for current or new needs that may arise)
• Builds and maintains strong relationships and consistent communication with customers
• Ensures all customer service activities comply with pharmaceutical regulations, quality standards, and company policies. Maintains accurate documentation and records in accordance with industry guidelines
• Compliance with GMPs/GDPs and SOPs in the different tasks regulated by these
• Supports audits and inspections related to customer service operations
• Recruits, trains, and mentors team members to enhance their skills and performance
• Fosters a culture of continuous improvement and customer-centricity within the team

About Your Skills & Experience 

For this role, we’re looking for a candidate who has an effective combination of the following qualifications, skills and experiences: 

• Bachelor’s degree in a related field
• Prior Customer Service experience is a prerequisite, preferably (but not necessarily) within the pharmaceutical or healthcare sector
• Understanding of pharmaceutical regulations will be a plus
• Strong leadership, organizational, communication and problem-solving skill
• People management experience required.
• Proficiency in SAP and Excel
• Numerical savviness
• Fluent in Greek and English, both written and spoken
• Ability to work effectively in a fast-paced, multinational environment
• Customer-focused mindset with a commitment to delivering excellence
• Strategic thinking with a hands-on approach to problem-solving
• Strong organizational skills and attention to detail
• Collaborative team player with cross-functional coordination abilities

At Viatris, we are dedicated to building a truly diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t fully align with every requirement, we still encourage you to apply. You may just be the right candidate for this or other roles. 

Why Viatris? 

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. You will also have the opportunity to access excellent career progression opportunities and work-life balance initiatives. 

Diversity & Inclusion at Viatris 

At Viatris, diversity and inclusion are essential to our mission. The diversity we foster in all aspects of our business can be one of our greatest strengths in redefining healthcare not as it is, but as it should be. If you would like to know more about what diversity, equity and inclusion means to us, please visit https://www.viatris.com/en/Careers/Diversity-and-Inclusion  

Sustainability at Viatris 

Corporate social responsibility is fundamental to the Viatris mission. We work to advance responsible and sustainable operations and leverage our collective expertise to empower people to live healthier at every stage of life, recognizing that our actions affect the stakeholders and communities we serve. To learn more about our efforts, please visit https://www.viatris.com/en/about-us/corporate-responsibility  

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. 

Viatris is an Equal Opportunity Employer.