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Customer Operations Specialist, Dublin



Dublin, Ireland 

Job Category:

Biotech/Pharma, Engineering, Science

EU work permit required:


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Job Description:

The Opportunity
Team Horizon is seeking a Customer Operations Specialist who will be responsible for ensuring that the team efficiently handles customers’ enquiries such as purchase orders, quotations, and vial requests, complaints for lost or damaged goods, product returns or exchanges. Work with the Customer Operations team to ensure that training is adequate to professionally answer incoming calls and emails, understand the customers’ needs and their environment, and to improve satisfaction at sales and service support levels. Work to build strong customer relationships through proactive communication and customer facing key performance indicators plus drive regular customer business reviews.
The successful candidate will also maintain the accurate and timely processing of all orders and requests in SAP and in the CRM databases. Build excellent working relationships and regular contact with stakeholders such as Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Support the Customer Ops group in process improvements, Customer Operations specific projects and initiatives. Fully understand all the Departmental processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements. Drive superior levels of compliance and efficiency with all tasks within the Dept., always ensuring every patient is treated on time every time
The Role
  • Provide support to the Customer Operations Italy market in the management of the core Customer Operations tasks on a daily basis
  • Provide regular reporting and feedback on the challenges of the day/week, and take the initiative to proactively solve issues or reach out to other Depts. for support required
  • Accountable for using and maintaining established & Standardized template(s) / Document(s) / procedure(s) whenever it is applicable, in conjunction with Regional Customer Operations Snr.  Manager’s guidance/recommendations and ensuring they are trained and compliant against same at all times
  • Work to facilitate strong and efficient points of contact between team members and all the existing and new Customers. Ensure to collects all the most important information during the interaction with customers and proactively keep the local market Commercial teams informed with next steps
  • Daily monitor and manage sales orders, rush orders, service requests and advance exchange programs with the team members (Shipping Calendar processing, etc. for both Commercial, Free of Charge/Compassionate items) Ensure all received orders are always processed by end of Business Day
  • Support the Italian market to ensure Customer Business Reviews and Business Performance metrics drive best-in-class Supply Chain service to company customers
  • Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product. Manage the coordination of information to the customer and to the internal teams on all aspects of the order processing role.  This includes all shipment status updates by Distribution.
  • Monitor closely with the Distribution team to ensure that product is delivered to the right place, at the right time and for the right patient.
  • New Customer Creation and modification in accordance with the appropriate control documents
  • Ensure the highest self-adherence to all compliance requirements within the function
  • Quality control - Good Distribution Practice (GDP Guidance)
  • Data Privacy control – General Data Protection Regulation (GDPR)
  • Financial control – Sarbannes Oxley
  • Regulatory control – Controlled distribution
  • Patients records creation and update in SFDC in conjunction with RAMs (as applicable)
  • Assist and execute all C.Ops activities as per SOPs for product Recalls, in close collaboration with Distribution and QA Teams
  • Manage Customer Pre-payment processes in conjunction with current SOP and Company’s Credit Management policy. Manage: traditional and electronic Invoice Management, pre-payment and invoices not paid, late payment interest
  • Ensure that all external inquiries from prospective and current Customers are dealt with in a timely and professional manner by the team
  • Effectively and efficiently manage project items as assigned by the Snr. C.Ops Manager, and deliver on timelines and tasks as required and in accordance with project dates
The Person
  • University Degree in Business Related or Supply Chain preferred
  • GDP Certification
  • Previous Pharmaceutical Experience essential, minimum of 3 years ideally in a Customer Service or Supply Chain function
  • Strong knowledge of SAP and systems
  • Excellent communication and relationship building skills
  • Knowledge of Supply Chain Operations beneficial
  • Strong computer literacy, with MS Office (Word, Excel, Outlook, Power point)
  • Fluency in Italian and English both written and oral; fluency in other European languages is desirable
Company Info
Team Horizon
1 Cedar Crescent, Cedar Park, Westport, Co. Mayo
Westport, Ireland
Phone: +353 98 50600
Web Site: http://www.teamhorizon.ie
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