Customer & Logistics Coordinator Full Time

This position supports the sales administration, order fulfilment, Transportation, logistics and planning for key accounts, Affiliates or third parties in assigned regions worldwide and acts as the primary contact point of our clients for all supply/Ordering matters.

Various accountabilities across the broad end-to-end supply chain: From the demand analysis, and facilitation of local Integrated Business Planning process, to the order-to-cash cycle ownership and performance measurement.

Main responsibilities + expected results:

Accountability 1: Order to Cash Management -Sales Order Processing, invoicing

In detail: Negotiates and Collects the sales order, confirmed and planned, uploads all information in the global data management system, supports the supply planners in developing the demand forecast. Keep the clients informed about their delivery planning. Invoicing and support in claim management. Total ownership of the “Order book”.

Accountability 2: Manages market demand forecast

In detail: negotiates and collects the rolling forecasts, supports the roll-out of the local Integrated Business Planning process, sharing best practices with the region. Tracks the planned demand on the ERP and builds the stock coverage strategy with the client. Actively contributes to IBR meetings. Monitors demand trends and check abnormalities, conducts corrective actions. Analyze market trends and historical data to forecast product demand accurately.

Accountability 3: Customer Service

In detail: Puts the customers first. Establishes and maintains high customer service levels. Point of contact for customers to follow-up on product, POs, deliveries, and delivery status.

Resolve Issues: Handle customer complaints and issues promptly, finding solutions to ensure customer satisfaction.

Accountability 4: Order fulfilment – Delivery process and Logistics, Transportation

In detail: Accurately process customer orders, ensuring they are filled correctly and delivered on time. Supervises the order preparation, maintains the relationship with the carriers, collects all export documents, books the shipment and oversee transportation billing.

Ensures proper Track-and-Trace and return management.

Accountability 5: Credit management

In detail: ensures credit management and payments via regular follow-up with the customers, maintains balanced DSO report and escalates/follows up on irregularities.

Accountability 6: New Product Introduction and New Product Development

In detail: facilitates the new product launches within the organization, Initiates the new SKU creation and new other new master data requests, coordinates activities with artworks, serialization dept and maintains the launch plans compendium.

Accountability 7: KPIs and performance management

In detail: builds and follows all KPIs and reporting for this position (customers satisfaction, shortage alerts, OTIF and others). Supports local decision-making by providing KPI reports and data analytics.

Others specific tasks:

Compliance: Adhere to pharmaceutical industry regulations and company policies.

Continuous Improvement: Identify and recommend process improvements to enhance customer service efficiency.

Documentation: Maintain records of customer interactions, transactions, and communications.

Quality Assurance: Ensure that products meet quality and regulatory standards before shipment.

Cross regional transportation, inventory optimization and analytics, product dispatch support.

Regulatory and Quality return samples liaison.

Manage other operational admin tasks.

Expected competencies:

Strong knowledge of sales administration, logistics, transportation management, order-to-cash process and customs.

Experience with working in the ERP environment.

Experience in the pharmaceutical industry (> 10 years).

Fluency in English, other languages welcome (French, Spanish, Chinese, German, Russian).

Ability to work independently and decision making.

Ability to deal with a with a fast-paced, changing environment.