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Customer Operations Specialist, Dublin



Dublin, Ireland 

Job Category:

Biotech/Pharma, Science

EU work permit required:


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Job Description:

We are seeking applications for an experienced Customer Operations Specialist for our client, who is a leading biopharmaceutical company based in Dublin.

The successful candidate will be responsible for ensuring that the team efficiently handles customers’ enquiries such as purchase orders, vial requests, complaints for lost or damaged goods, product returns or exchanges.

Work with the Customer Operations manager 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.

Why you should apply:

  • This is an excellent opportunity to join a world class manufacturing operation, with an outstanding track record of reliably delivering high-quality medicines to patients around the world suffering serious illnesses.
  • There is a strong culture of continuous improvement and innovation within the company to strive for solutions that improve health outcomes and dramatically improve people’s lives.
  • Our client is developing the capability to produce all its medicines in Dublin, helping to ensure continuity of supply of our medicines as they expand internationally.

What you will be doing:

  • Provide support to the Customer Operations manager 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.
  • Provide backup and cover for the team and their customers in the case of the absence of the manager.
  • 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 all team members 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.
  • 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 manager 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.
  • Vaccination certificates (CoV) checking: collection, and working with medical and regulatory people in the regions in order to approve CoV, entering the information into the SAP database
  • Ensure the follow up of the re-vaccination process by liaising with the field; make sure all information is captured.
  • 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
  • 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

What you need to apply:

  • University Degree in Business Related or Supply Chain preferred
  • GDP Certification
  • Fluency in English language both written and oral is a requirement
  • Fluency in one other European language, both written and oral, is also a requirement
  • Additional ‘other’ language skills would be desirable
  • Previous Pharmaceutical Experience essential, minimum of 2 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)
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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