Customer Service Specialist
About The Position
Medison offers hope to patients suffering from rare and severe diseases, by forming partnerships with emerging biotech companies to accelerate access to highly innovative therapies in international markets.
As the creator and leader of the global partnership category in the pharma industry, we strive to be Always Ahead, and work relentlessly to bring therapy to patients in need, no matter where they live.
Our values are at the core of every action we take, and we are committed to going above and beyond for the benefit of the patients we serve.
We are a dynamic, fast-paced company, operating in over 25 countries on 5 continents. We are looking for out-of-the-box thinkers, people who are passionate, caring, agile and adaptive, to join us on our mission. If you are looking to make a difference in people's lives, we invite you to join us !
As the Customer Service Specialist, you will assume responsibility for activities along the supply chain. You will report directly to the Customer Service Manager.
Responsibilities
- Process customer orders and provide order acknowledgements for the region & country within your scope.
- Issue invoices and credit notes
- Work closely with the suppliers, 3PL’s and freight forwarders to monitor order and delivery status
- Interacting with customers and handling customer queries, complaints and returns in a timely manner
- Monitor and maintain accurate inventory levels by conducting regular stock checks and reconciling any discrepancies.
- Coordinate the supply to local 3PL’s and Distributors to ensure timely and accurate replenishment of stock, avoiding stockouts and overstock situations.
- Report the sales and purchase information on a daily, weekly, and monthly basis.
- Maintain master data in NetSuite (ERP system) and make sure accuracy level is optimum both for EPM and other related regions to ensure an aligned & standardized way of working.
- Enter and track performance metrics for comparison, or evaluation of factors affecting the supply chain (On-Time Delivery, Supplier delivery reliability, Forecast Accuracy, etc.)
- Participate in the local and regional sales forecasts and demand planning process.
- Close collaboration internally with the local country teams, Quality, Regulatory and Finance in the day-to-day operations.
- Support new product launches and handle supply related communication with the local teams and distributors/3PL’s.
- Participate in supply chain/operations project teams as required.
- Performs other related duties as assigned.
- Act as back up for the rest of the colleagues
Requirements
- Bachelor’s degree (diploma in business administration, supply chain, or any related discipline)
- Minimum 3 years of experience in Customer Service, preferable in the healthcare sector within EPM the region, coordinating and supporting the entire supply chain
- Good understanding of GDP, quality, technical and regulatory requirements
- Strong problem solver and able to create solutions to challenges in an expedient manner
- Customer service oriented
- Hands-on approach and curiosity, can-do and positive attitude
- Fluent English is mandatory
- Excellent verbal and written communication skills
- Business and client orientated
- Very good planning & organization skills
- Proficiency in Excel