Customer Service Specialist

Role overview

This position is for a Customer Service Associate within the Supply Chain team, reporting to the Demand Manager. The role is centered on keeping customer and patient needs met through dependable service, accurate order handling, and close coordination between the market and Supply Operations. It also plays an important part in supporting demand planning, inventory control, and the broader SIOP process to help reduce excess stock and the risk of write-offs.

The associate is expected to act as a market voice in supply discussions, support the delivery of an excellent customer experience, and help maintain service levels for both internal and external stakeholders.

Core purpose

• Handle customer account activities and respond to queries by phone, email, and portal about orders, availability, pricing, delivery status, and product details.
• Process orders, returns, and credit notes while following GDP/GxP standards and company procedures.
• Identify opportunities to grow existing accounts and support improved sales performance.
• Keep track of product availability and promotional activity, and ensure customers remain fully supported.
• Maintain regular communication with existing accounts and prospective customers.
• Share timely market feedback with the Demand Manager on pricing and product supply conditions.

Key responsibilities

• Receive customer purchase orders and convert them into sales orders in the Dynamics order management system to support on-time fulfillment, including direct-sales customers.
• Coordinate outbound shipments from internal warehouses, third-party logistics providers, or contract manufacturing organizations so customer demand is met within agreed lead times.
• Track finished goods stock at distributor level and create replenishment orders in Dynamics when required, based on forecasted demand or agreed safety stock levels.
• Assist with bulk allocation decisions using available bulk inventory, whether held in-house or at CMOs, to keep supply aligned with the demand forecast or commercial instructions.
• Support finished goods allocation when inventory shortages or excess demand require action.
• Watch for service risks such as delivery delays, transport disruptions, batch testing or release delays, and take action to minimize customer impact.
• Escalate complaints, adverse events, and quality concerns to the Quality/Pharmacovigilance team in line with regulatory obligations.
• Monitor backorders and keep customers informed about delays, alternatives, or expected delivery timelines.
• Assist with customer account creation, contract pricing checks, and accurate maintenance of customer master data.
• Prepare routine service reports and contribute to efforts that improve service levels.
• Help develop software planning tools for standardized use across the organization.
• Carry out other duties assigned by the Demand Manager that fit the role.

Working relationships

This role works closely with Commercial, SIOP, Supply Management, Logistics, Finance & Tax, Quality/Regulatory teams, external partners, and customers. Collaboration across these groups is essential to ensure customer needs are consistently met.

Qualifications and experience

Relevant experience in customer service, order management, or call center operations is expected, and experience in a pharmaceutical or other regulated environment is considered an advantage. Background in demand planning is preferred. A solid understanding of requirements planning and/or MRP is useful, along with knowledge of supply chain processes such as demand and inventory management, monthly reporting, warehousing and logistics, SIOP, and KPI tracking.

The role also calls for strong analytical ability, accurate reporting and data handling, and confidence with Microsoft Office tools including Excel, Word, PowerPoint, and Outlook. English should be at an advanced level; additional languages are an advantage.

Performance expectations

• Identify issues quickly and put corrective actions in place.
• Work well with others and help bring teams together to complete tasks.
• Deliver commitments consistently and dependably.
• Stay effective under pressure while keeping attention on business goals.
• Handle ambiguity comfortably without losing focus on outcomes.
• Remain customer-focused and deliver promised service on time.
• Work independently within the assigned scope of responsibility.
• Be organized, creative, self-driven, and able to work without close supervision.
• Communicate clearly in both written and spoken English.

Quality, HSE, pharmacovigilance, compliance, and sustainability

• Follow GDP and GMP principles as they apply to the work performed and complete required refresher training.
• Observe the company’s ESMS policy and requirements related to health, safety, and environmental management.
• Report any suspected adverse events involving medicinal products, medical devices, or other safety information in line with internal procedures.
• Comply with all internal company rules, the Code of Ethics, and related policies and documents.
• Act in line with the ESG principles defined in the company’s sustainability strategy.

Additional information

The original posting did not specify salary, bonus, benefits, number of openings, start date, or application deadline.