Customer Service Specialist

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 (wherever possible)

The CSA role helps support the demand planning process and is a strong advocate of the

Way made 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

JOB PURPOSE (within the respective market)

 Customer Account management - respond to customer inquiries (phone, email, portal)

regarding orders, product availability, pricing, shipment status, and basic product

information

 Process orders, returns, and credits in alignment with GDP/GxP and company SOPs

 Developing existing accounts to maximum sales potential by identifying sales

opportunities

 Maintain awareness of product availability and any promotional strategies

 Maintain contact with customers - ensure full telephone coverage of all existing

customer accounts

 Liaise with prospective customers to support the achievement of sales targets

 Provide regular market feedback to the Demand Manager on pricing and product

availability

 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.

 Commercial

 SIOP

 Supply Management

 Logistics

 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)

 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

 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 Way made 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