Customer Operations Specialist - Rare Diseases EU & International

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceutical and healthcare group with 90 years’ experience, operating in 31 countries with more than 7,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group researches, develops and markets innovative drugs in its main therapeutic areas: Discover more here

We are proud to have been awarded with B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes a transparent and ethical behavior at all levels.

We believe that the success of Chiesi is built and shaped by our people and our strong set of shared Values and Behaviors. Our people make a critical difference to our success, which is why it is vital that we attract and retain the right talent who will continue to enrich our culture by living and breathing our values and behaviors.

We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities. 

 

Chiesi Global Rare Diseases

Chiesi Global Rare Diseases is a Chiesi Group’s business unit established in February 2020 and focused on research, development and commercialization of treatments and patient support services for rare and ultra-rare disorders, many of whom have limited or no treatments available.

This unit is based in Boston, Massachusetts, with a strong synergy with the headquarters in Parma. 

Rare unit has a focus on research and product development for lysosomal storage diseases, rare hematology, ophthalmology disorders and rare immunodeficiencies. The unit is also a dedicated partner with global leaders in scientific research, patient advocacy and care. Discover more here.

 

What we are looking for

Purpose

The Customer Operations Specialist GRD plays an important role within the Global Rare Diseases Division, ensuring smooth execution of order-to-cash processes, demand planning, and coordination with international partners across rare disease markets.
Reporting to the Customer Operations Manager, the Specialist is the entry point for orders and customer service queries related to order processing. In addition, the Specialist provides assistance to internal customers, working directly with local representatives such as General Managers and Partners.

Main Responsibilities

• Order Management & Fulfilment: Oversee the complete order cycle—from entry to delivery—ensuring compliance with GDP and local regulatory requirements.
• 3PL & Warehouse Coordination: interact with third-party logistics providers (3PLs) and both internal and external warehouses to ensure timely and accurate order follow-up and delivery execution.
• Partner Coordination: Serve as the main point of contact for international distributors and partners, managing order planning, supply forecasting, and delivery timelines.
• Demand Planning: Collaborate with internal teams (e.g. Corporate Demand & Distribution) to align forecasts and supply plans for both clinical and commercial rare disease products.
• Complaint Handling: Manage service-related complaints via the dedicated platform, ensuring timely resolution and adherence to GRD SOPs.
• Documentation & Compliance: Ensure accuracy and compliance of all shipping and regulatory documents, including invoices and certificates of origin.
• System Use: Operate within platforms such as SAP and other dedicated tools for order processing and tracking.
   

Experience Required

• 3-5 years of supply chain management experience, preferably in the pharmaceutical industry
• Hands-on experience in day-to-day order management within a dynamic environment
• Knowledge of GDP regulations, complaints and deviations management
• Proficiency in ERP systems such as SAP

 

Languages

Fluent English (written and spoken)

Soft Skills

• Strong problem-solving skills and attention to detail
• Excellent customer focus, communication, and teamwork abilities
• Ability to prioritize and manage a diversified workload
• Proven track record in continuous improvement initiatives
• Capacity to bu