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Customer Service Specialist

XFactor Talent
Dubai, UAE
Full Time
Mid
4 weeks ago
Customer ServiceOrder ManagementInventory ManagementDemand PlanningSupply ChainMicrosoft Office
Free

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Customer ServiceOrder ManagementInventory Management
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Job Purpose

  • The Customer Service Associate role (CSA) plays a crucial role in ensuring that Waymade customer and patient needs are being met; offering the highest service at a competitive price.
  • The CSA role acts as the bridge between their respective market and Supply Operations – ensuring a seamless transition of customer demand into product supply.
  • The CSA role helps provide a market’s perspective whenever product supply topics (related to their specific market) are being discussed in the company.
  • The CSA role acts proactively to support SIOP inventory management processes – including FG inventory projections (aligned to respective customer markets/regional demand) with the aim of reducing excess inventories and the subsequent risk of write off.
  • The CSA role helps support the demand planning process and is a strong advocate of the Waymade SIOP process; supporting to the respective regional demand reviews and their provision of a consolidated (intelligent) 18mth demand forecast led by the Demand Planner.
  • The CSA role helps ensure a positive customer experience with strong motivation to deliver the highest level of service to both internal and external customers.

Key Responsibilities

  • Process the receipt of customer POs, their conversion to SOs within the order management system (Dynamics) to help enable their timely delivery (including those customers with direct sales).
  • Support all SO outbound shipments (from internal WH, 3PL or CMO to customers/distributors) to meet customer demand in line with agreed lead times.
  • Monitor FG inventory levels at Distributors and trigger replenishment orders within the order management system (Dynamics) where required (in line with the demand forecast or contractually agreed min safety stock volumes).
  • Support to the bulk allocation process from available bulk inventories held either in house or at CMOs to ensure alignment with the demand forecast (or other direction as provided by Commercial).
  • Support to the FG allocation process for available inventories where either constraints in supply or excess demand necessitate action.
  • Monitor potential risks to customer service including product supply delivery delays, inbound transport disruptions, batch test/release delays, outbound transport disruptions and help ensure timely corrective actions are taken (to prevent/limit customer service impact).
  • Escalate product complaints, adverse events, and quality issues to the Quality/Pharmacovigilance team per regulatory requirements.
  • Monitor backorders and notify customers of delays, alternatives, or expected fulfillment timelines.
  • Support customer account setup, contract pricing verification, and customer master data accuracy.
  • Prepare standard service reports and contribute to service level improvement initiatives.
  • Support in the development of any software planning tools for standardised implementation across the company.
  • Perform other tasks under the direction of the Demand Manager within the agreed type of work.

Qualification

  • Experience in customer service, order management, or call center operations; pharmaceutical or regulated industry experience is an advantage.
  • Experience of demand planning (preferred).
  • 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.
  • Proven analytical skills – able to produce data/reports with a high degree of accuracy.
  • Proficient in Microsoft Office (Excel, Word, Powerpoint, Outlook).
  • English: Advanced level (other languages are an advantage).

Performance Standards

  • Problem solver: able to identify issues and implement corrective actions.
  • Collaborative mind set able to bring people together to get work done.
  • Reliable – consistently deliver on what they promise.
  • Able to work under pressure, whilst maintaining a clear focus on business objectives.
  • Comfortable with elements of ambiguity, not distracted from the required outcome.
  • Customer orientated; delivering on what was promised in a timely fashion.
  • Able to act independently (within a defined area of responsibility).
  • Well organized, creative, independent, self motivated individual.
  • Good written and oral communication skills.

Quality

  • The employee will adhere to the principles of GDP/GMP in the extent related to the performed activity. The employee is obliged to regularly train in this policy.

HSE

  • The employee will adhere to the principles communicated within the ESMS Policy of the company for the purpose of observing the rules of the Health & Safety at Work and the Environmental & Safety Management System.

Pharmacovigilance

  • All employees are obliged to report any suspicion to adverse events of medicinal products, any adverse events concerning use of a medical device and any other safety information about medicinal products or medical devices in line with relevant internal regulations.

Compliance

  • The employee will comply with all internal rules of the Company. The employee will make her/himself acquainted with the Waymade Code of Ethics and will comply with the principles stated therein and in all related policies and other internal documents.

Sustainability

  • The employee will adhere to the principles of ESG detailed in the Waymade Sustainability Strategy.

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