Customer Service Coordinator

5 months ago


Wrexham, United Kingdom Ipsen Biopharm Ltd Full time

Ipsen is a growing and dynamic specialty-driven biopharmaceutical company focussed on innovation and specialty care.

The patient is at the heart of everything we do, and we also care for our employees because they are the ambassadors who truly make a difference. We attract and develop bold, agile and entrepreneurial individuals who take full ownership of their decisions, leaders drawn by a purpose to make a direct impact through their work in people’s lives, all of which is underpinned by our _Ipsen Way of Being._

**Main responsibilities / job expectations**

**To provide a high level of customer service**

Primary contact for customer supply / operations at the Wrexham site

Assess and manage supply risks and convey to customer / corporate teams as appropriate

Develop strong constructive relationships with stakeholders to facilitate information flow and role fulfilment

Resolve daily questions and issues raised from across the Global customer supply chain

**Management of Customer Supply**

Undertake Customer demand analysis, assess market prioritisation and make allocation decisions

Report stock outs and low stocks and pre-empt replenishment based on current customer stock levels

Collaborate with production planners to ensure urgent replenishments are prioritised

Timely processing of incoming Sales / Transport Orders / Sample orders

Coordinate Quality releases for on time supply

**Shipment coordination**

Obtain road freight costs for EU shipments and for KPIs and/or inclusion on commercial Invoices

Book road freight for EU Affiliates and partner

Agree shipment dates with Despatch department

Track despatches through web portal and coordinate with our 3PL and Dublin Quality for on time EU batch release and onward shipments

**Problem solving and KPIs reporting**

Prepare and present KPIs for customer services (OTIF / backlog etc)

Raise and assist with any SAP issues directly affecting the order fulfilment process to ensure continuity of supply

Customer incident root cause analysis

**Works within GMP / EHS requirements**

Perform assigned tasks whilst, at all times, adhering to current GMP requirements (e.g. Annex 1 of EU GMP) for sterile medicinal products.

Report any compliance concerns to your line manager or the Quality Assurance Compliance team.

Work in a safe manner at all times and raise any Health and Safety concerns to your line manager or the EHS team.

Ensure all training is kept up to date and documented by adhering to training plan requirements, ensuring that you do not perform any tasks you are not trained to complete.



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