Customer Service Officer

Customer Service Officer (6-month contract)

Who We Are

Sun Pharmaceutical Industries Ltd. (Sun Pharma) is the fourth largest specialty generic pharmaceutical company in the world with global revenues of US$6 billion. Supported by more than 40 manufacturing facilities and more than 40.000 employees around the globe, we provide high-quality, affordable medicines, trusted by healthcare professionals and patients, to more than 100 countries across the globe.

Over the last two decades, Sun Pharma has established itself as a leading player in the generics market, and are rapidly ramping up their presence in the specialty branded market with a focus on dermatology, ophthalmology and onco-dermatology.

Values

At Sun Pharma our core values—Humility, Integrity, Passion, and Innovation—are part of our unique culture, known as Sunology.

We are empowering our employees to create their “Own Sunshine”. We believe in being Better Everyday by investing on lifelong learning, Taking Charge by owning our impact, and Thriving Together in a workplace where collaboration is encouraged. We are committed to being an inclusive and equitable employer, valuing diverse perspectives and creating an environment where all individuals feel respected, heard, and inspired to bring their best selves to work.

About the role

Responsibilities

• Process and dispatch all UK orders in a timely manner (NHS, Retail Pharmacy Chains, Wholesaler)
• Handle all customer queries and address any complaints (NHS, clinics & Wholesaler)
• Guarantee that UK customers are managed and supported to a high standard.
• Deal with queries from the Sales Team, UK Manager, QA and customers under tight deadlines in a constant changing and evolving market.
• Ensure all orders are processed on the day of receipt accurately to guarantee customer satisfaction.
• Ensure that delivery schedules are adhered to, and arrange collection requests providing PODs where necessary.
• Managing customer claims and queries within good time.
• Raise credit and debit notes for customers when required including pricing errors, missing and damaged stock.
• Communicate closely with NHS contacts on deliveries and ensure high level of service.
• Liaise with the Account Manager(s) and Hospital Business Head on order related aspects.
• Manage all stock related aspects and ensure close communication with the commercial team including stock allocations.
• Work in close collaboration with the sales team to create a joint approach to effectively manage our core customer base and for any other customer service related activities.

Key Features

• Coordinate customer orders and resolve complex queries and complaints while consistently meeting challenging deadlines and service level requirements.
• Provide outstanding customer support to internal and external stakeholders, balancing multiple priorities while maintaining high levels of customer satisfaction.

Interface

Internal:

• Country Manager
• Financial Department
• Supply Chain Department
• Commercial Department
• Human Resources
• Quality Assistance

External:

• Logistics Warehouse & Distribution Partner
• NHS & Non-NHS customers (Wholesalers/Community Pharmacies)