Processes and monitors customer orders through ERP/CRM systems, from order receipt to shipment, ensuring accuracy, timely delivery, and high service standards.
Serves as the first point of contact for customers, providing timely and professional responses to inquiries regarding product availability, order status, delivery timelines, and any other customer needs and concerns.
Works closely with Warehouse, Sales, Marketing and Supply Chain teams to ensure smooth order fulfillment, track inventory, and resolve any issues related to stock or delivery.
Handles returns, exchanges, or product recalls in compliance with company policies.
Ensures that all customer service activities comply with local and global regulations, industry standards, and company policies, particularly around product safety and quality.
Develops and maintains strong relationships with customers through high-quality service and personalized communication
Records and handles customer complaints, working closely with relevant departments to ensure effective problem resolution.
Follows up on back orders, shipment delays and urgent customers’ requests
Acts as a liaison between the Company and the 3PL, monitoring all logistic transactions
Prepares reports related to customer service performance
Participates in internal meetings to align with departments priorities and service levels.

Requirements

Bachelor’s degree in Business Administration, Supply Chain, Economics or a related field.
3-5 years’ experience in a relevant position within the pharmaceutical industry
Familiar with CRM/ERP systems and practices
Excellent Knowledge of the English language
Computer LiteracyStrong communication and interpersonal skills

Customer Service Support