Client Services Manager

Contract Pharmaceuticals•Mississauga, ON

6d•CA$65,000 - CA$75,000•Onsite

About The Position

At CPL, we are passionate about pharmaceutical product development and contract manufacturing. Our aim is to be the top choice CDMO in the non-sterile liquid and semi-solid pharmaceutical products domain and ultimately bring benefits to the customers using our manufactured products. For more than 30 years CPL has partnered with the world’s leading pharmaceutical companies to provide full-service product development and manufacturing, singularly focused on innovation and efficiency. We recognize our employees are our number one asset and support their career growth. Serves as the primary commercial and operational liaison for key client accounts. Drives end-to-end project management for customer orders, campaign execution, and product launches while ensuring cross-functional alignment across Operations, Quality, and Supply Chain to deliver high-satisfaction client outcomes within a GMP environment.

Requirements

Minimum of 5 years of experience in account management, project management, customer service, or supply chain is required.
Knowledge of change control, artwork management, validation activities, stability studies, and regulatory requirements.
Familiarity with demand planning, inventory optimization, and Sales & Operations Planning (S&OP) processes.
Excellent written and verbal communication skills in English, with the ability to communicate effectively across all levels of the organization and with external clients.
Exceptional organizational, planning, and time management skills with the ability to manage multiple priorities in a fast-paced environment.
Strong analytical and problem-solving skills with the ability to identify risks, develop solutions, and make sound business decisions.
Excellent interpersonal and relationship management skills with a customer-focused approach.
Demonstrated ability to lead cross-functional teams and influence stakeholders without direct authority.
High level of attention to detail and commitment to accuracy.
Flexibility and adaptability to changing business priorities, customer requirements, and production schedules.
Ability to work independently while collaborating effectively within a team environment.
Strong negotiation, conflict resolution, and decision-making skills.
Demonstrated commitment to continuous improvement and process optimization.

Nice To Haves

Bachelor’s degree in Business Administration, Supply Chain Management or a related field is preferred.

Responsibilities

Serve as the dedicated account lead for designated clients, establishing strong relationships with key stakeholders and serving as the primary advocate for client priorities within CPL.
Interact with designated customers regarding inquiries, status of orders, obtaining information impacting on orders/products.
Coordinate seamlessly with Operations, Quality Control, Quality Assurance, and Supply Chain to align production schedules with client delivery commitments in a cGMP-compliant environment.
Manage physical and artwork packaging changes, coordinating across internal and external stakeholders to satisfy regulatory standards and project milestones.
Monitor client purchase orders against rolling forecasts, utilizing SAP to maintain order integrity, track KPIs, and drive inventory optimization initiatives.
Collaborate with clients to ensure timely delivery of client supplied materials at CPL to meet production requirements.
Prepare and provide quotations for one-of type items, including extractables/leachables studies, print press trials, line trials, stability programs, and validation studies.
Lead regular weekly, bi-weekly, and monthly business review calls with clients – providing meeting agendas, project status updates, and order status reports.
Coordinate and facilitate on-site client business review meetings, including developing meeting agendas, documenting detailed meeting minutes, and tracking action items through completion
Obtain information regarding specific requirements for the work orders and facilitate timely creation or revision of work orders to coincide with manufacturing and packaging schedules.
Responsible for working in compliance with established safe work practices and procedures; properly uses personal protection and safety equipment as required by CPL; reports any injury or illness immediately and notifies CPL of any hazards, unsafe acts or conditions in the workplace.
Other duties and tasks as assigned.