Executive - Commercial-Customer Services

Job Summary

Key point of contact for all International Customers including Affiliate(s). Responsible for developing and maintaining effective working relationships including coordinating, communicating and executing all Customer Service functions involving both external and internal stakeholders to support Rest of World and Global Generics business.

Act as a “customer advocate” serving as the Customer Service expert by demonstrating a senior level of knowledge and in depth understanding of the order fulfillment process, including backorder mitigation and ensuring the customer requirements are understood, managed and effectively communicated throughout the process. This may also include job shadowing and mentoring colleagues in entry level role.

Serve as a technical specialist of SAP regarding process improvements including the support of test cases and completing documentation as required.

Job Responsibilities

• Responsible for receiving, assessing and processing all Purchase Orders into SAP to ensure timely support, with strong focus on customer required delivery dates for all launch and existing orders.
• Receive/process all customer inquiries and product complaints into QMS/Call Track system, ensuring appropriate details/documents are completed and triaged effectively with appropriate department to investigate, including CAPA. Responsible for follow up and maintenance of complaints accordingly.
• Where required, create and provide customized open order/backorder summaries for customers by extracting/analyzing information while capturing short expiry dates, adherence to minimum order quantities, anticipated release dates and order status requests. In addition, liaise with customers/departments regarding pack size substitutions and alternatives to fulfil orders where possible.
• Utilize advanced problem solving techniques to identify root causes of problems/issues and determine best course of action. This may also include mentoring colleagues in entry level role and providing support as required.
• Serve as a technical specialist of SAP regarding process improvements including support of test cases and completing documentation as required.
• Work closely with QA Recall Management and Inventory Management teams to coordinate/ communicate product recalls and ensure appropriate SOPs/procedures are followed accordingly.
• Responsible for New Account Set Up, including update/maintenance and ensure documentation is filed accordingly.
• Collaborate with customers and develop strong working relationships with internal departments such as Program Managers, Supply Chain, Logistics, Quality, Finance, Sales Managers etc. to ensure customer requirements are met.
• Manage Import/Export authorization permits of Controlled Substance. Ensure process is followed by the customer and ensure appropriate SOPs/guidelines/procedures are followed.
• Prioritize product releases with Quality Assurance Product Release team, and as required, coordinate quarantine shipment with all internal/external customers to meet requirements.
• Interact with Finance team to coordinate release of customer orders based on current financial status, including pricing discrepancies, processing of Letter of Credits, prepayments, issuing debits/credits as required and updating SAP accordingly.
• Liaise with Third Party packagers and external Quality Group to ensure adequate product description, samples, documentation and quantity information are provided to facilitate final Market Release.
• Coordinate bulk shipments by requesting Bulk Yield Sheets to calculate final bulk quantities. Input detailed bulk pail information in SAP to provide accurate shipping instructions to Warehouse & Distribution.
• Prioritize, coordinate and communicate shipments with Traffic and Distribution.
• Develop, recommend and/or participate in the development or revision of internal policies, procedures and standards.

Job Requirements

• Education
  • Minimum Graduate/Post Graduate in any discipline
  • Supply Chain Management an asset

• Knowledge, Skills and Abilities
  • Strong written and oral communication skills
  • Proficient with ERP/MRP concepts and applications
  • Proficient with Microsoft applications
  • Strong organization skills and attention to detail
  • Good analytical and decision making skills an asset
  • Ability to be an independent decision maker

• Experience
  • Minimum 2 years experience in a Pharmaceutical industry
  • 3-5 years experience in a Customer Service oriented role, with strong interpersonal skills