Customer Service Associate
Basildon | Up to £42K | Monday to Friday | 37.5 Hours
Join a Growing Pharmaceutical Supply Chain Team
We are seeking a proactive and customer-focused Customer Service Associate to play a vital role in ensuring customer and patient needs are met while delivering exceptional service. Acting as the key link between customer markets and Supply Operations, you will support demand planning, inventory management, order fulfilment and customer service activities across the business.
Key Responsibilities
- Process customer purchase orders and convert them into sales orders within Dynamics
- Support outbound shipments from warehouses, 3PLs, and CMOs to ensure on-time delivery
- Monitor distributor finished goods inventory and trigger replenishment orders where required
- Support bulk and finished goods allocation processes in line with demand forecasts and commercial priorities
- Identify and escalate risks impacting customer service, including supply delays, transport disruptions, and batch release issues
- Escalate product complaints, adverse events, and quality issues in line with regulatory requirements
- Manage backorders and communicate fulfilment timelines to customers.
- Support customer account setup, pricing verification, and master data maintenance
- Prepare service reports and contribute to service improvement initiatives
- Support development and implementation of planning tools and systems
- Perform additional duties as directed by the Demand Manager
Customer Account Management
- Respond to customer enquiries regarding orders, availability, pricing, shipment status, and product information
- Process orders, returns, and credits in accordance with GDP/GxP requirements and SOPs
- Develop existing accounts by identifying sales opportunities
- Maintain awareness of product availability and promotional strategies
- Build strong relationships with current and prospective customers within your market
- Provide market feedback on pricing and product availability to the Demand Manager
What We're Looking For
Essential
- Advanced English language skills (additional languages advantageous)
- Experience working in a regulated environment
- Experience in customer service, order management, or call centre operations
- Good working knowledge of requirement planning and/or MRP
- Good understanding of supply chain processes including; demand & inventory management, monthly reporting, WH & logistics, SIOP, KPI performance tracking etc
- Strong Microsoft Office skills (Excel, Word, PowerPoint, Outlook)
- Proven analytical skills – able to produce data/reports with a high degree of accuracy
- Problem-solving mindset and ability to implement corrective actions
- Strong communication and organisational skills
- Ability to work independently and under pressure while remaining customer focused
Desirable
- Pharmaceutical or regulated industry experience
- Demand planning experience
Performance Standards
We are looking for someone who is:
- Customer-oriented and service-driven
- Reliable and accountable
- Collaborative and able to build strong working relationships
- Comfortable working in a fast-paced environment with changing priorities
- Self-motivated, organised, and proactive
- Compliance & Quality
The successful candidate will:
- Adhere to GDP/GMP principles and complete required training
- Comply with Health, Safety, Environmental, and Sustainability policies
- Follow Pharmacovigilance reporting requirements
- Adhere to the Company Code of Ethics and all company policies
- Protect confidential and personal data in accordance with legal and company requirements
- Contribute to continuous improvement and professional development
Benefits & Information
- 23 days holiday (+Bank +Service)
- 5% Company Contributory Pension
- Life Assurance & EAP
- Free parking
- 37.5 hours (08:00 – 17:30) Flexible
- 1 Hour lunch
Why Apply?
This is an excellent opportunity to join a dynamic pharmaceutical supply chain environment where you will have direct impact on customer satisfaction, supply performance, demand planning and business growth. Please contact Louise at 121 Personnel for further information – [email protected]
