Customer Service Specialist

Key responsibilities:

Demand planning

• Review demand forecasts and follow established NSM (nation/state management) guidelines.
• Support NSM decision-making with accurate system data extracts.

Supply planning & stock management

• Monitor stock levels (overstock, low stock, coverage and safety stock settings per UIN) and product expiry dates.
• Place fill-up orders for manually ordered products to maintain sufficient stock.
• Maintain regular contact with production sites.
• Verify shipping documents upon request (upload certificates, check POD and invoices), analyze discrepancies and initiate corrective actions.

3PL management & warehouse coordination

• Communicate with third‑party warehouse partners on customer shipments and forward delivery notes.
• Support stock accuracy, returns and refusal follow-up.
• Respond to incidents (under-delivery, over-delivery, damages) and follow through to resolution.
• Review vendor invoices for logistics services monthly and submit for approval/payment.

Reporting & finance interactions

• Submit predefined weekly/monthly reports and provide ad-hoc support to stakeholders regarding goods flow, inventory levels, overstock, out-of-stock situations, lost sales, backorders and obsolete items.
• Manage year-end data submissions to Finance (inventory, scrap, FOC, transfer prices, fill-up related invoices).

Customer support & order management

• Provide customers with sales-related information (availability, price lists, promotions).
• Receive and book customer orders into the system; prepare shipping documents and coordinate allocations with NSM.
• Send order confirmations and communicate out-of-stock and next-availability details.
• Dispatch signed final invoices by post and/or email.
• Handle customer complaints not related to active ingredients, escalating and informing CORA, NSM and BU as needed.
• Administer tenders, promotions, partner discounts and rebates (including calculations for returns and paybacks).
• Archive and document commercial agreements and special deals with wholesalers.

Systems, data & process improvement

• Create and maintain material master data across the portfolio, including new entries.
• Create and maintain customer accounts.
• Identify and implement improvements to working practices and procedures to increase efficiency, cost-effectiveness and productivity.
• Develop and maintain strong communication with internal partner departments and 3PL providers.
• Contribute to continuous improvement initiatives and recommend process or decision enhancements.

Special tasks & project work

• Monitor and control the customer journey through company and 3PL systems.
• Apply and oversee "clear desk" policy where relevant.
• Manage allocations and order form maintenance.
• Design, implement and monitor customer service processes between internal teams and 3PL partners.
• Lead or contribute to projects and maintain department task lists, guides and training materials.
• Monitor daily internal and external Customer Service communications.

Compliance

• Ensure all activities comply with applicable regulations and the organization’s code of conduct, including vendor management and customer master data governance.

Qualifications & skills:

• Bachelor’s or Master’s degree (or equivalent relevant experience).
• Previous experience in a similar role, preferably within a multinational environment.
• Excellent English communication skills, both written and verbal.
• Advanced MS Office skills, particularly Excel.
• SAP experience is an advantage.
• Strong analytical skills and ability to prioritise tasks.
• Proactive learner with a continuous improvement mindset.
• Able to work independently and collaboratively within cross-functional teams.
• Strong interpersonal and communication abilities.

Competencies:

• Working Across Boundaries — Applying
• Project Management — Applying
• Productive Communication — Advanced
• Problem Solving — Advanced

Core supply chain competencies:

• End-to-End Supply Chain — Applying
• Relationship Management — Applying
• Supply Chain Metrics & Improvement — Applying
• Supply Chain Risk & Compliance — Applying
• Information Systems Knowledge — Applying

Product supply & planning:

• Sales & Operations Planning (S&OP) — Applying

Integrated logistics & customer management:

• Warehouse Planning & Management — Applying
• Third-Party/Fourth-Party Logistics — Applying
• Customer Service & Collaboration — Applying

Other:

• English — Advanced