Jobs at mPharma

Position Description

• mPharma is looking for a responsible and trustworthy professional with exceptionally high work standards to join our project team as a Customer Service  Associate for a duration. He/She will serve as the primary voice for developing customer relationships that promote retention and loyalty to the project in support of mPharma’s mission, vision, values, and strategic priorities. This role will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This position reports to the Customer Service Lead.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Owns and leads multiple customer accounts and manages relationships utilizing project management best practices.
• Serve as a product expert and provide existing customers with technical and product support where necessary.
• Create and implement procedures that optimize the customer experience
• Identify and find solutions to potential operational issues such as billing, deliveries of drugs, etc.
• Interface with supply chain departments to ensure all orders are fully serviced within agreed timelines.

Key Attributes

• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision
• Fluent English with excellent writing, verbal, analytical, and organizational skills
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience in the health domain either working with multinational pharmaceutical companies, clinician settings, or other healthcare services
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• Strong interpersonal skills to network with new people and develop business relationships with a wide variety of stakeholders

Qualifications

• Bachelor’s degree in Pharmacy or related field
• 3+ years of professional experience in a healthcare organization (including internships)
• Pharmacist preferred

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Position Description

• As a driver, your role primarily involves getting our products to the customers in the most efficient, timely and cost-effective manner. You will play a key role in fulfilling mPharma’s promises to customers and in meeting those customers’ expectations. 

Key Responsibilities

• Ensure timely delivery with the right stock at the right location. 
• Improve route plan and load scheduling to ensure prompt and multiple deliveries to the facilities on our network and timely pick up of procured items from suppliers to the shop floor. 
• Ensure timely receipt of all signed delivery notes from facilities to be shared with the Transport officer within 24 hours. 
• Regularly update and communicate the delivery status of all goods to the Transport and Logistics officer within the hour of deliveries. 
• Work with the warehouse team and transport officer to ensure the final inspection of orders packed and safe loading of orders for dispatch. 
• Conduct daily vehicle inspections using the Supply Chain unit vehicle checklist to ensure vehicles are in good shape for daily operations. 
• Report any faults or mechanical issues to the Logistics Officer.
• Fill out the vehicle checklist sheet for every distance covered.
• Abide by the company’s safety protocol in the execution of the above and any other assigned tasks. This includes the following.

Safety Protocol

• Compliance with all road safety regulations, and possession of your licence for all trips.
• Ensure all safety equipment is in the vehicle at all times and in good condition for use. 
• Do not drive under the influence of anything that goes against road safety regulations. e.g alcohol, drugs and etc. 
• Ensure zero accidents. 
• Drive within the required speed limit.

Our Ideal Candidate

• Licensed vehicle driver with at least 2 years of driving experience.
• Conversant with motorist code of conduct and use of GPS or maps.
• Ability to work efficiently with all team members within and outside the unit.
• Must pay attention to detail even under work-related pressure.
• Efficient at multitasking.
• Smartphone literate.

Qualifications

• Minimum qualification of SHS WASSCE Certificate is required.
• Valid driving license.

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Position Description

• We are looking for highly experienced candidates to champion the mPharma Ghana Inventory Control Management. The candidate will interface with a wide variety of stakeholders in the Ghanaian healthcare space: manufacturers, insurers, distributors and providers. The associate will also become a key part of mPharma’s data collection process and provide data analysis that will drive critical business decision-making. The Role sits in the supply chain unit and Reports to the Distribution and Warehouse Manager.

Key Responsibilities

• Creates, edits and manages the Verified Drug List and Streamlined Formulary
• Responsible for monthly stock counts for own warehouse as well as partners’ locations and generates variance reports
• Maintains and manages inventory movements and locations
• Works with the warehousing team through daily spot checks in order to guarantee high inventory record accuracy (IRA)
• Responsible for receipts of new stock, returns, back-orders, and associated issues, while adhering to strict accounting and auditing procedures.
• Conducts stock count training for interns across the region.
• Ensures strict adherence to process guiding stock taking.  
• Generates complete date consolidated stock count data for all stakeholders. 
• Responsible for validation of processing of deliveries and withdrawals on SAP.
• Ensures routine data management regarding inventory, which involves evaluating and monitoring usage, analyses and periodic stock rotations to minimize excess as well as Slow and Obsolete (SLOB) stock.
• Provides support for the warehouse managers on SAP routine checks, and management of errors that might affect the inventory.
• Generates and provides daily reports on inventor Operations, stock position, and stock adjustments across all warehouses and facilities. 
• Conduct daily and weekly Audits on the delivery notes generation, Receipt Notes generation and other Stock movement documents to ensure compliance and accuracy.
• Validates and shares monthly supply data to ensure the smooth billing process
• Ensures prompt and proper valuation of all mPharma stock both in own warehouses and partners’ facilities
• Provides timely and accurate reports to key stakeholders.
• Generate the complete End of Year Valuation Report to all stakeholders.

Our Ideal Candidate

• Fluent in English with excellent writing, analytical and organizational skills
• A strong work ethic and a “can-do” attitude that requires minimal or no supervision
• Proficient in Microsoft Office Suite, and Google Suite specifically Excel and google Sheets. Experience with SAP is preferred
• Critical thinking, problem-solving, and organizational skills are mandatory
• Must be able to understand internal and external customers’ needs and how to meet them
• Must have the ability to create and disseminate transparent databases in order to guarantee access to data by parties who need to use it
• Must be comfortable with all data formats and the conversion of data from one format to another to enable standardization and access
• Be willing to work for extended periods of time without supervision from a manager
• Must have sufficient understanding of the different methods of preventing data breaches and make sound judgment calls on new software to be implemented into current systems
• Must be enthusiastic about using analytical methods to solve problems and convince managers/colleagues to see the benefits of work created
• Be proficient in programming languages such as R, Python, SQL, C or Java and have strong database design and coding skills.
• Excellent Data mining and strong analytical skills
• Possess  admirable people management skills
• Experience in the health domain either working with multinational pharmaceutical companies, clinician settings, or other healthcare services is desired
• Strong interpersonal skills to network with new people and develop business relationships.
• A self-starter who can multitask while consistently producing high-quality deliverables for a diverse set of concurrent initiatives. 

Qualifications

• A bachelor's degree in supply chain management, or any other relevant discipline
• At least 1-3 years of experience in SAP usage or other enterprise resource software will be an added advantage
• At least 3-5 years in a Business / Data Analytics role
• At least 1-2 years of people management experience
• At least 1-3 years of experience in the Pharmaceutical or FMCG industry as an Inventory Analyst/Controller
• Spotless business and personal background

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Position Description

• mPharma is looking for a responsible and trustworthy professional with exceptionally high work standards to join our team as a Supply Chain Manager. The Supply Chain Manager will be responsible for developing and managing an optimized supply base that will meet current and future requirements, direct demand planning, supply planning, distribution, and logistics as well as sourcing/ purchasing activities and initiatives. This position reports to the Chief Supply Chain Officer.

Key Responsibilities

• Lead the development and execution of end-to-end Supply Chain Operations, Sourcing strategies to leverage relationships with suppliers and global affiliates.
• Develops and implements world-class supply chain management processes, procedures, techniques, and negotiation tactics and strategies.
• Understands and monitor key trends, market factors, cost drivers, and strategic importance of targeted products in order to implement appropriate Supply Chain strategies.
• Provides leadership and strategic direction as it relates to supplier selection, qualification, negotiations, contracting commercialization, and life cycle management in line with global mPharma strategic sourcing initiatives.
• Manages relevant Supply Chain KPIs including backorders, out-of-stock (OOS), potential out of stocks (POOS), inventory, and reject levels.
• Facilitates development and execution of accurate and data-based supply/demand forecasting, to enable capacity planning, inventory target setting, and performance reporting.
• Identifies and evaluates operational risks such as supply, quality (including drug safety), safety, environment, security, and regulatory compliance.
• Develops and standardizes metrics to harmonize with global jubilant mPharma KPIs, including external benchmarks, to monitor performance and allow for data-driven decision-making.
• Analyzes and maintains inventory balance between procurement and warehouse distribution.
• Drives continuous improvement in all aspects of the sourcing process by leveraging internal and external tools.
• Build and maintain relationships with all third-party logistics providers, distributors, and manufacturers to ensure all procurement and fulfillment are met with no disruption to market supply.
• Measures and continuously seek to improve supply chain performance e.g. inventory turns, fill rates, and order completeness (KPI and targets).
• Monitors the performance of service providers of warehousing and distribution against agreed KPIs and standards. Resolve operational issues and formulate sustainable solutions for implementation.
• Validates the services and activities related to warehouse operations and distribution both long haul and last mile, provided every month and together with PRs, sign off for payments to be made.

Our Ideal Candidate

• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision
• A self-starter who can successfully manage a diverse set of concurrent initiatives to create strong business outcomes. 
• Capable of collaborating and building strong relationships internally and externally
• Accountable and results orientated, with strong analytical acumen and approach.
• Can make decisions and solve issues despite a high amount of ambiguity.
• Proficient  Excel skills, and ability to manipulate and interpret complex data files.
• Excellent interpersonal and influencing skills: Ability to work between sales and finance.
• People management skills: Able to develop and motivate direct reports
• Fluent in English with excellent writing, verbal, analytical, and organizational skills
• Experience in the health domain either working with multinational pharmaceutical companies, clinician settings, Tech,  or other healthcare services is a plus.

Qualifications

• 8-10 years+ of supply chain experience ideally within the retail and pharmaceutical industry is preferred.
• Bachelor’s degree in either Business Administration, Supply Chain Management, or a related field.
• Experience in public health supply chain systems, stakeholders, and networks in developing countries, especially in Africa.
• Knowledge in SAP or in relevant ERP systems is required.
• Solid experience in Demand & Supply Planning, S&OP facilitation, and S&OP implementation, ideally from the healthcare industry.
• Demonstrated capability to work cross-functionally and foster new and existing business relationships.
• Strong analytical skills, and ability to interpret data and develop reports.
• Excellent communication and negotiation skills to influence stakeholders at all different levels.
• Experience in SAP/ ERP/ESp/APO/ECC systems