Specialist Customer Service

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an exciting professional challenge? 

We are one of the leading European contract manufacturers in the pharmaceutical, biotech and healthcare sectors, with some 2,500 employees in Germany, France, Finland, UK and Norway. For us, the next step is always the one that matters most. Our fast pace drives us forward, fills our working environment with life and spurs our growth. Our winning formula for shared success: room for passion. Because we know that passion is the best medicine when it comes to excellent service around the world. Welcome to NextPharma.

Job Purpose:

Located at the interface between the customer and the production, the customer service representative is responsible for customer orientation. As such, his/her action is based on the following axes :

- Executing sales operations through the administrative management of a customer portfolio

- Be responsible for the commercial execution of contracts signed at the site level by ensuring the application of administrative procedures and the commercial policy in force in compliance with legal requirements and NextPharma directives

- Contribute to the maintenance and improvement of the NextPharma brand image by dealing with our customers' requests in a relevant and timely manner

Key responsibilities and accountabilities:

1) Obtaining and processing orders

- Contact and/or follow up the customer in order to obtain his orders and forecasts over several months by keeping him regularly informed of the manufacturing/shipping delays

- Receive and process orders and forecasts, verify that the data is correctly recorded in the integrated order management system (ERP), after verification of the contractual conditions in force.

- In the case of a new project, upon acceptance of the offer by the customer, perform data entry in SAP, according to established processes  

- Be responsible for entering, confirming to the client and following up on its orders

- As far as possible, manage the operational input in identifying solutions in order to satisfy the customer

2) Maintenance of the database

- To be co-responsible for the registration of all customer data in SAP (the data manager being responsible for the process), and their update, according to the procedures of use, in connection with the contractual conditions in place

3) Management of the commercial activity

- Maintain a privileged relationship with customers and an effective collaboration with the sales team.

- Ensure the update of costs by product reference on the frequencies defined with the customer, or in the case of an increase in component costs, then confirm the sales prices with the sales team. In agreement with the sales team, initiate the first exchanges with customers to prepare price increases. Prepare the price offer document and communicate them to the customers.

- Contribute to the preparation of and participate in activity reviews during customer visits in order to consolidate relationships and seek solutions to problems encountered, taking into account the constraints of each party

- Accompany sales people and/or site managers to key and/or strategic customers

- Share ideas for continuous improvement of service quality

- During internal sales meetings: submit suggestions regarding sales estimates and help develop actions to improve customer service: report any difficulties encountered and new developments in customer treatment, and enable line managers to make appropriate decisions

4) Handling of disputes

- Record and acknowledge receipt of the complaint according to the procedure in force and distribute it to the persons concerned

- Transmit all elements obtained from the customer to the quality assurance

- Deal with remarks relating to an administrative problem

- Follow up with Quality Assurance or the department concerned to conclude the dispute

- Administratively manage the resolution of the problem (return of products, replacement, credit note)

5) Handle all other requests: new colors, samples, technical information

- Ensure the interface between customers and the different departments concerned

- Ensure the follow-up of the current requests and their adequate treatment

- Transmit the information and/or documentation requested to the customer

Person Profile: Customer Service Representative

The ideal candidate will be:

• Results oriented with a positive outlook and clear focus on high quality output
• Embraces new initiatives and drives successful implementation in his/her area
• Uses knowledge of his/her own business area and related areas to identify and develop operational/financial improvements.

• Works in partnership as an active member of his/her team and cross- functional working groups
• Proactively seeks to understand internal/external customer needs
• Develops insights that can be used to enhance customer satisfaction or other metrics
• Helps peers (and team) overcome performance obstacles and challenges
• Secures buy-in from key stakeholders
• Ensures delivery excellence for own goals
• Ensures clear and direct 2-way communication within his/her team and other organisations
• Takes personal accountability for outcomes resulting from choices and behaviors of self and team

Personal Situation

Flexible and able to work extended hours when required.

Specific Job Skills:

Required:

• 3 years of higher education or equivalent in a commercial field
• 5 years experience in a similar scope (industrial site, daily customer interaction)
• Excellent knowledge of internal procedures as well as good practice in commercial relations and international trade rules
• Computer / software skills: experience with SAP is preferred, mastery of Excel
• Strong ability to work in a team, excellent interpersonal skills due to the numerous interactions, ease in working across departments
• Able to manage priorities according to the hazards, resistance to stress
• Strong analytical and judgmental skills to provide an optimal solution to the problem at hand, a sense of urgency and anticipation. Have a sense of initiative and great autonomy

Desired:

• SAP experience preferred (O2C experience specifically)
• Educated to degree or equivalent in Chemistry, Pharmacy or Biology
• Experience working in Pharma industry

Computer skills:

Must be competent in the use of MS Office, particularly Excel, Word, Power Point and Outlook and navigation of the internet via web browsers. Must demonstrate an aptitude to acquire new software skills as required.

Literacy and Numeracy: Must be competent in generating documents both for internal use and for customers/clients. Must be numerate.

Business Presentation Skills:

Must be able to give clear and concise oral presentations

Please note: Only candidates with continuing Right to Work in the UK will be considered.

NextPharma is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

It's time for your next chapter:

We look forward to receiving your application.