Customer Service & Logistics Coordinator

Besins Healthcare; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An innovative family-run pharmaceutical company is seeking a Customer Service & Logistics Coordinator to enhance their supply chain operations. This pivotal mid-senior role involves managing the order-to-cash process, ensuring high service levels, and overseeing logistics for product launches. With a focus on sales administration and demand forecasting, you'll play a key role in supporting international markets and driving performance through analytics. Join a thriving environment where your contributions will make a significant impact on the well-being of clients worldwide.

Qualifications

• 10+ years of experience in the pharmaceutical industry.
• Strong knowledge of sales administration and logistics.

Responsibilities

• Manage sales order processing and invoicing.
• Oversee order preparation and logistics.
• Develop and monitor KPIs for performance management.

Skills

Sales Administration

Logistics

Order-to-Cash

Customer Service

ERP Systems

Fluency in English

Adaptability

Tools

ERP Systems

Job description

Customer Service & Logistics Coordinator

We are a pioneering, family-run pharmaceutical company focused on reproductive hormone treatments for lifelong well-being. We also offer food supplements and medical devices used in gynaecology, fertility, obstetrics, and endocrinology. Distributing in over 90 countries, with approximately 1,300 employees, 22 subsidiaries, and 5 production sites, we are growing through recruiting exceptional talent and fostering a thriving environment.

This mid-senior role supports sales administration, logistics, and planning for key accounts, affiliates, or third parties globally, acting as the primary client contact for all supply matters. Responsibilities encompass the entire supply chain, from demand analysis and integrated business planning to order-to-cash cycle management and performance measurement, across our international markets.

Accountabilities:

1. Order to Cash Management: Manage sales order processing, invoicing, and the order book. Support demand forecasting and keep clients informed about delivery schedules.
2. Market Demand Forecast Management: Negotiate and collect rolling forecasts, support local planning processes, monitor demand trends, and implement corrective actions.
3. Customer Service: Maintain high service levels, act as the point of contact for delivery follow-up, timing, and quantities.
4. Order Fulfilment & Logistics: Oversee order preparation, carrier relationships, export documentation, shipment bookings, and transportation billing, including Track-and-Trace and return management.
5. Credit Management: Monitor payments, maintain DSO reports, and follow up on irregularities.
6. New Product Introduction & Development: Facilitate product launches, initiate SKU creation, coordinate with artwork and serialization departments, and maintain launch plans.
7. KPIs & Performance Management: Develop and monitor KPIs, provide analytics, and support decision-making.

Additional responsibilities include transportation, inventory optimization, product dispatch, regulatory liaison, and administrative tasks.

Job Requirements:

• Strong knowledge of sales administration, logistics, transportation, order-to-cash, and customs.
• Experience with ERP systems.
• Over 10 years of experience in the pharmaceutical industry.
• Fluency in English; additional languages (French, Spanish, Chinese, German, Russian) preferred.
• Independent worker with decision-making skills.
• Adaptability to fast-paced, changing environments.