Customer Services Manager (Pharmaceutical)

Our client is a research based pharmaceutical company that develops & distributes novel & effective therapies for patients affected by rare diseases. They have established a new office in Dublin city centre and require a Customer Services Manager who will be on site in this office in Dublin. The person will report to the Head of Customer Service, based in Ireland. The successful person will work together with the local team based in Ireland, local consultants (Quality) and sister company Customer Service teams based in the United Kingdom and / or the European Economic Area.

Role/Responsibilities:

• Support customer service activities specific for the Irish entity
• Ensure that targets are met for dealing with enquiries, complaints, orders, etc.
• Ensure information on customers is kept up to date
• Support inventory management and reporting

• Support the local and international teams internally, at 3PL’s and at customers .
• Assist the Supply Chain team with monthly / quarterly / yearly operational activity reports and any relevant information for the preparation of rolling forecasts.
• Work with the local finance & accounting team in preparing the monthly reports (e.g. purchases, sales).
• Act as liaison between project teams to obtain significant information as well as answer queries that may arise.
• Process customer orders (limited number of approved customers) in conjunction with the wider Customer Service team.
• Support Quality with the (re)qualification of customers.
• Handling customer enquiries, processing orders, and managing communication with warehouses and suppliers
• Inventory management, importation and customs clearance procedures

• Degree in Business or Transportation/Logistics Management studies
• Excellent communication skills
• Highly motivated, capable of multi-tasking and able to work with minimum supervision
• Demonstrated analytical abilities
• Pharmaceutical industry experience (desirable)
• Previous experience in a customer service role for at least 2 years.
• Good working knowledge of:
  • Order to cash process
  • Good Distribution Practices requirements