AO-2504-154
CUSTOMER SERVICE REPRESENTATIVE (PHARMACEUTICAL PRODUCTS)
BARCELONA

Location: Barcelona (Sant Joan Despí), Spain

Key Responsibilities

• Act as the main point of contact with customers for daily commercial activities.
• Provide support throughout the order-to-cash process: from forecasting and order placement to invoicing.
• Ensure customer service quality and support operational planning alongside cross- functional teams.
• Maintain updated sales forecasts and ensure accuracy in IBP (Integrated Business Planning).
• Manage orders, complaints, serialization inquiries, trade control screening, and order updates.
• Participate in demand and allocation meetings within the S&OP process.
• Communicate order and forecast changes to relevant Stakeholders.
• Manage and update customer master data in SAP.
• Address and follow up on customer requests and complaints.
• Escalate incidents to the responsible departments when appropriate.
• Monitor and improve the customer experience (Customer KPIs, satisfaction, communication).
• Support process improvement projects and collaborate on operational Planning
• Route customer complaints to the Quality Assurance (QA) team.
• Monitor the Customer Support Mailbox

Requirements

• Clear customer orientation, problem-solving attitude, and effective communication skills.
• Resilience and emotional stability in high-pressure situations.
• Effective time management and discipline in the use of processes and Systems.
• Excellent interpersonal and teamwork Skills.
• Proficiency in tools such as SAP (Order to Cash, Master Data), Microsoft Excel, and IBP.
• High level of autonomy, initiative, and strong sense of responsability.
• Understanding of pharmaceutical processes and complex logistics
• Minimum of 3 years of experience in customer service, planning, logistics, or order desk
• Educational background in commerce, supply chain, or related disciplines.
• Experience in the pharmaceutical industry and complex logistics environments
• Fluent level of English
• University Degree

Detalles / Details