Customer Service Representative FDF

Centrient Pharmaceuticals is the leading manufacturer of beta-lactam antibiotics, and a provider of next generation statins and anti-fungals. We produce and sell intermediates, active pharmaceutical ingredients and finished dosage forms.

We stand proudly at the centre of modern healthcare, as a maker of essential and life-saving medicines.

With our commitment to Quality, Reliability and Sustainability at the heart of everything we do, our over 2200 employees work continuously to meet our customers’ needs. We work towards a sustainable future by actively participating in the fight against antimicrobial resistance.

Founded 150 years ago as the ‘Nederlandsche Gist- en Spiritusfabriek’, our company was known as Gist Brocades. Headquartered in Rotterdam (Netherlands), we have production facilities and sales offices in China, India, the Netherlands, Spain, the United States and Mexico. Centrient Pharmaceuticals is wholly owned by Bain Capital Private Equity, a leading global private investment firm.

The Management & Projects department has a vacancy in its team for the following position:

Customer Service Representative FDF

The Customer Service Representative FDF serves as primary point of contact for customers for day-to-day activities for running business. A position which provides commercial support from customer forecasting, customer orders through to invoicing. Customer service is responsible for reporting relevant commercial data in the applicable systems like Integrated Business Planning (IBP), SAP, Trade Control Screening tool and updating internal and external stakeholders accordingly. It is expected that this person has the ability to contribute to the planning and execution of the Operational plan, including value-adding projects, in collaboration with cross-functional teams

The main activities and responsibilities

• Primary point of contact for customers: forecast updates, batch pooling, customer complaints, specific order requests, serialization issues, trade control screening, order updates.
• Collaborate with internal and external teams to develop and implement an effective engagement strategy.
• Cross functional cooperation: Support Sales & Operations Planning (S&OP) process in monthly demand and allocation meetings, align with New Product Launch, inform stakeholders about changes to sales orders
• Contribute to the planning and execution of the Operational plan, including value-adding projects, in collaboration with cross-functional teams.
• Cultivate strong relationships with customers and relevant stakeholders, while overseeing customer experience measurement and brand awareness.
• Respond for customer inquiries, requests, resolutions, and follow-up tasks via telephone and or email, and in a timely fashion.
• Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines.
• Perform research to answer customer inquiries and requests.
• Meet quantitative performance metrics as outlined.
• Keep customer accounts current by updating:

1. Customer master data in SAP
2. Support operational team with process expertise (SAP key user)
3. Trade Control Officer screening management.
4. Responsible for forecast updates and accuracy, using Integrated Business Planning (IBP), support supply planners and financial controllers in explaining forecast.

• Channels customers complaints to QA.
• Responsible for the entire order to cash process from placing order to invoicing and collection.
• Manages the Customer Support mailbox.

Requirements

The Ideal Candidate

• Bachelor's and/or Master's degree in business, commercial, supply chain or similar.
• Several years of experience in a complex logistics/ project management environment related to pharma.
• Strong pharmaceutical background needed.
• Fluent in English language (written and spoken).
• Experience with an ERP package (preferably SAP) and Microsoft Excel.
• SAP experience specific to (Order to cash, Material and Customer master data).
• IBP - planning
• Demonstrated excellence in project management, emphasizing attention to detail, proactive problem-solving, and a sense of urgency.
• Self-motivated with the ability to work independently while collaborating effectively with defined stakeholders, showcasing strong communication and presentation skills for influential outcomes.
• Effective planning, time management, and adherence to compliance with local industry laws and regulations,
• Experience working with inbound and outbound calls, customer retention, and inside sales preferred.

Terms and reward