Job Description

• 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