Customer Service Representative

**NextPharma is a leading European pharmaceutical CDMO focused on attractive technology niches.**

**Our Vision**:
Our vision is to be the leading and most trusted, reliable and innovative Europe-based CDMO by upholding the highest industry standards and exceeding customer expectations, while driving strong, sustainable growth for the company.

**Job Purpose**:
Located at the interface between the customer and the production, the customer service representative is responsible for customer orientation. As such, his/her action is based on the following axes:

- Executing sales operations through the administrative management of a customer portfolio
- Contribute to the maintenance and improvement of the NextPharma brand image by dealing with our customers' requests in a relevant and timely manner

**Key responsibilities and accountabilities**

1) Obtaining and processing orders
- Contact and/or follow up the customer in order to obtain his orders and forecasts over several months by keeping him regularly informed of the manufacturing/shipping delays
- Receive and process orders and forecasts, verify that the data is correctly recorded in the integrated order management system (ERP), after verification of the contractual conditions in force.
- In the case of a new project, upon acceptance of the offer by the customer, perform data entry in SAP, according to established processes
- Be responsible for entering, confirming to the client and following up on its orders
- As far as possible, manage the operational input in identifying solutions in order to satisfy the customer

**2) Maintenance of the database**
- To be co-responsible for the registration of all customer data in SAP (the data manager being responsible for the process), and their update, according to the procedures of use, in connection with the contractual conditions in place

**3) Management of the commercial activity**
- Maintain a privileged relationship with customers and an effective collaboration with the sales team.
- Ensure the update of costs by product reference on the frequencies defined with the customer, or in the case of an increase in component costs, then confirm the sales prices with the sales team. In agreement with the sales team, initiate the first exchanges with customers to prepare price increases. Prepare the price offer document and communicate them to the customers.
- Contribute to the preparation of and participate in activity reviews during customer visits in order to consolidate relationships and seek solutions to problems encountered, taking into account the constraints of each party
- Accompany sales people and/or site managers to key and/or strategic customers
- Share ideas for continuous improvement of service quality
- During internal sales meetings: submit suggestions regarding sales estimates and help develop actions to improve customer service: report any difficulties encountered and new developments in customer treatment, and enable line managers to make appropriate decisions

**4) Handling of disputes**
- Record and acknowledge receipt of the complaint according to the procedure in force and distribute it to the persons concerned
- Transmit all elements obtained from the customer to the quality assurance
- Deal with remarks relating to an administrative problem
- Follow up with Quality Assurance or the department concerned to conclude the dispute
- Administratively manage the resolution of the problem (return of products, replacement, credit note)

**5) Handle all other requests: new colors, samples, technical information**
- Ensure the interface between customers and the different departments concerned
- Ensure the follow-up of the current requests and their adequate treatment
- Transmit the information and/or documentation requested to the customer

**Person Profile: Customer Service Representative**
- Results oriented with a positive outlook and clear focus on high quality output
- Embraces new initiatives and drives successful implementation in his/her area
- Uses knowledge of his/her own business area and related areas to identify and develop operational/financial improvements.
- Provides feedback to his/her managers on the content of the strategy and its implementation

Works in partnership as an active member of his/her team and cross
- functional working groups
- Proactively seeks to understand internal/external customer needs
- Develops insights that can be used to enhance customer satisfaction or other metrics
- Helps peers (and team) overcome performance obstacles and challenges
- Secures buy-in from key stakeholders
- Ensures delivery excellence for own goals
- Ensures clear and direct 2-way communication within his/her team and other organisations
- Takes personal accountability for outcomes resulting from choices and behaviors of self and team

**Personal Situation**

Flexible and able to work extended hours when required.

**Specific Job Skills**:
Required:

- 3 years of higher education or equival