Customer Service Specialist

Customer Support Specialist

Location: Amsterdam, The Netherlands

About The Company:

We are working with a global biotech company who are committed to improving the lives of patients worldwide by delivering high-quality pharmaceutical products. They value integrity, teamwork, excellence, accountability, and inclusion in everything they do. They are currently seeking a dedicated and detail-oriented Customer Support Specialist to join their dynamic team.

Position Overview:

As an Order Management and Customer Support Specialist, you will be responsible for ensuring smooth order processing, resolving customer issues, and maintaining master data management. You will also support cash collections and ensure compliance with both corporate and GDP standards. This role involves close collaboration with cross-functional teams, including Regulatory, Finance, and internal stakeholders, and offers a great opportunity to contribute to the efficiency of our supply chain operations.

Key Responsibilities:

Order Management

• Manage order entries in our SAP system for orders from wholesalers, hospitals, and pharmacies.
• Follow up on order processing to ensure timely and complete deliveries to customers.

Issue Resolution

• Serve as the first point of contact for customer queries, returns, and complaints, coordinating timely resolutions.
• Investigate and confirm incoming product complaints, working closely with the Responsible Person to resolve.
• Provide support to the Regulatory Team during product recalls (including mock-ups).
• Participate in regular GDP-focused meetings with the Responsible Person.

Master Data Management

• Oversee customer master data in the SAP system.
• Coordinate with Regulatory and Finance teams to set up new customers, perform bonafide checks, and establish credit limits and discounts.
• Assist in managing pricing and other commercial terms in the SAP system.

Cash Collection

• Contact accounts to collect past due balances and resolve any issues impeding payment.
• Collaborate with Finance on the monthly review of open balances.
• Research and resolve AR discrepancies, working with the Financial Shared Services team to allocate un-applied cash.
• Support customer credit limit checks and the annual credit limit review process.

Compliance

• Adhere to corporate Policies and Procedures in all job duties.
• Ensure compliance with GDP requirements in all aspects of your role.
• Maintain accurate and up-to-date documentation of processes in designated systems.

Key Skills & Qualifications:

• Proven experience with SAP and Microsoft Office (Word, Excel, PowerPoint, Outlook).
• A minimum of 4 years of experience in distribution, supply chain, or order & customer management.
• Fluency in both Dutch and English is required; French is a plus.
• Knowledge of Good Distribution Practices (GDP) and the pharmaceutical industry is an advantage.

Desired Behaviors:

• Excellent attention to detail and ability to work in a structured manner.
• Independent, self-organized, and able to prioritize tasks with minimal guidance.

If you are interested, please click apply!