Customer Service Specialist

About the job

Job Title: Customer Service Associate

Department: Supply Chain

Reports to: Demand Manager

Key Responsibilitie

sCustomer & Order Managemen

• tManage customer accounts and serve as the primary point of contact for order-related inquiries

• .Process customer purchase orders and convert them into sales orders within the ERP system

• .Handle customer requests related to product availability, pricing, shipment status, returns, and credits

• .Monitor order fulfilment and ensure on-time delivery according to agreed lead times

• .Manage backorders and proactively communicate delays, alternatives, and expected delivery timelines

.
Supply Chain Coordinati

• onCoordinate with Supply Chain, Logistics, Warehouse, Commercial, and Finance teams to ensure smooth order executio

• n.Support outbound shipments from internal warehouses, third-party logistics providers, and manufacturing partner

• s.Monitor inventory levels and trigger replenishment orders when require

• d.Assist with inventory allocation and demand prioritization during supply constraint

• s.Identify and escalate potential risks related to supply disruptions, transportation delays, inventory shortages, and product availabilit

y.
Demand Planning & Report

• ingSupport demand planning and forecasting activiti

• es.Assist in inventory management and stock optimization initiativ

• es.Prepare service-level reports, KPI tracking, and operational performance analys

• is.Provide market feedback regarding customer demand, pricing trends, and product availabili

• ty.Support continuous improvement initiatives within customer service and supply chain operatio

ns.
Compliance & Qua

• lityEnsure all activities comply with GDP/GMP requirements and company S

• OPs.Escalate product complaints, adverse events, and quality issues according to regulatory requireme

• nts.Maintain accurate customer master data, pricing information, and order reco

• rds.Adhere to company policies related to compliance, pharmacovigilance, health & safety, and sustainabil

ity.
Required Qualifica

tionsEduc

• ation
  Bachelor's degree in Supply Chain, Business Administration, Logistics, Operations Management, or a related

field.
Exp

• erience2–7 years of experience in Customer Service, Order Management, Supply Chain, Logistics, or Sales Oper

• ations.Experience working with ERP systems such as Microsoft Dynamics, SAP, Oracle, or similar pla

• tforms.Experience in pharmaceutical, healthcare, manufacturing, FMCG, or regulated industries is pre

ferred.
Technica

• l SkillsStrong understanding of Order Management and Customer Service pr

• ocesses.Knowledge of Supply Chain, Inventory Management, Logistics, and Demand Planning c

• oncepts.Advanced Microsoft Excel skills and proficiency in Microsoft Offic

• e Suite.Experience generating reports and analyzing operation

• al data.Understanding of S&OP/SIOP processes is an ad

vantage.
So

• ft SkillsExcellent communication and stakeholder managemen

• t skills.Strong problem-solving and analytical a

• bilities.Ability to work independently and manage multiple pr

• iorities.Customer-focused mindset with strong attention t

• o detail.Ability to work effectively in a fast-paced and cross-functional env

ironment.
Preferred Qual

• ificationsExperience within the pharmaceutical or healthcare

• industry.Knowledge of GDP/GMP re

• gulations.Exposure to demand forecasting and inventory planning

• processes.Additional European language skills are considered an

advantage
Key S

• takeholdersComme

• rcial TeamsDema

• nd PlanningSupply Chain

• OperationsLogistics &

• Warehou

• singFinanceQuality & Regul

• atory TeamsExternal Customers and Distributi

on Partners