Job Vacancy

EU Service Centre Manager


Softbox Systems is an award-winning temperature control-packaging innovator that has been designing and producing high performance passive temperature control packaging systems for over 20 years. We offer consistent quality to our clients from our strategically located global manufacturing sites throughout EMEA, Americas, India and Asia Pacific.

We have formed long standing partnerships with the world’s leading biotech, pharmaceutical, clinical research and logistics companies, and apply innovative thinking to overcome the challenges that our clients face in managing the Cold Chain when shipping temperature sensitive commercial and clinical trial products.

Job Description

Location: Hoofddorp, Netherlands.

As part of the fight against Covid, in partnership with our key clients, Softbox has developed and implemented one of the world’s largest fleets of reusable temperature-controlled packaging solutions and established two world class service centres to support the refurbishment and reuse of Ultra Low Temperature (ULT) Shippers.

The Service Centre Manager will be responsible for day-to-day operational management of our service centre facility to ensure the reuse shipper program requirements for manufacture, warehousing, dispatch and refurbishment are delivered – acting as a conduit to enhance performance, productivity and efficiency through development of operational systems and provision of effective strategies with our nominated service partners.

Reusable packaging solutions are becoming more widely used with the Cold Chain, the key objective of this role is to ensure that Softbox creates world class products and services within the reuse sector of the cold chain that adhere to strict quality standards and meet or exceed our cliental expectations.

Role and Responsibilities

  • Softbox ULT Service Centre
    • Manage service partners performance, KPIs, SLAs, efficiency, service costs.
    • Maintain constant communication with management and service centre teams to ensure proper operations of the site to meet deliverables of shipper manufacture, dispatch and refurbishment programs within defined internal budgets, service partner contractual agreements and client statement of works (SOW).
    • Oversee demand planning and forecasting with the customer and Supply Chain
    • Support the implementation and adherence of onsite Operational, Quality, Technical and IT SOP’s with focus on training needs analysis and competency to ensure absolute compliancy:
      • Stage 1 shipper and logger specifications, build sequences and processes.
      • Stage 2 shipper and logger specifications, release sequences and processes.
      • Stage 3 shipper and logger specifications, return sequences and processes.
    • Lead, motivate, and support a service partner teams within a time-sensitive and demanding environment.
    • Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors and deliver excellent customer service.
    • Partner with cross-functional support teams to achieve service centre operational objectives and improve onsite systems and processes:
      • Supply Chain
      • Quality
      • Technical
      • Exchange
      • IT
    • Oversee onsite materials and inventory management, including regular cycle/inventory counts.
    • Ensure operational capacity, equipment, employees and space meets ongoing program requirements.
    • Challenge current working practices and develop a culture of best practice.
    • Implement new manufacturing technologies, including Lean Manufacturing processes and systems to drive improvement in cost, quality, and delivery.
    • Support the development and implementation of a robust recycling strategy.
    • Ensure onsite necessary EHS systems are deployed through the service partner that meet legislative customer requirements.
  • Client liaison
    • Customer engagement with Distribution Centres
    • Needs assessment with Distribution Centres i.e., localised operational planning, forecast levels, delivery and return requirements.


  • All KPIs will initially be focused on driving continuous improvement initiatives associated with the Softbox Pfizer ULT Shipper Fleet Management program.
    • Quality improvements
    • Process improvements
    • Efficiency / productivity gains
    • Service improvements
    • Service Level % of orders dispatched OTIF.
    • Zero Defect (product compliancy to specification) vs Customer Complaints %

Person Specification

  • Educated to Bachelor’s degree preference Business Operations Management or Related Field.
  • 5-10 years within FMCG, Reusable Packaging, or similar industry.
  • Operations / Service Centre Management experience – leading a team and building relationships with service partners.
  • Lean Manufacturing (Six Sigma Green Belt) / Continuous Improvement / 5S
  • Project Management
  • Process / Continuous Improvement
  • Change Management
  • Able to work under own initiative and within a wider team.
  • Methodical and analytical, with excellent attention to detail.
  • Strong IT skills – especially Microsoft Excel, Word and Outlook
  • Strong organisational and operational leadership skills.
  • Highly effective communicator at all levels



Job Types: Full-time, Permanent

Competitive salary plus performance and company bonus scheme

To apply and for more information, please contact Rebecca Herreros — [email protected]

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