Customer Service Specialist

Fidia Pharma GmbH; Monheim am Rhein; On-site; EUR 40,000 - 50,000; Full time

Job summary

Fidia Pharma GmbH is seeking a Customer Service Specialist to manage inquiries and orders, maintain customer data in SAP, and ensure high customer satisfaction. The role requires strong communication in German and English and collaboration with Sales and Logistics.

The position is a permanent contract with a salary between €40,000 and €50,000 per year, depending on qualifications and experience, and offers an international, collaborative work environment.

Qualifications

• Commercial, business, or administrative qualification or equivalent experience
• Previous experience in customer service, inside sales support, order management, or similar role is preferred
• Proficiency in SAP, especially master data management, order processing, complaint handling, and inventory management
• Strong knowledge of Microsoft Office applications
• Excellent communication skills, professional manners with customers by phone and email
• Experience in outbound customer contact, development, or prospecting is an advantage
• Attention to detail and structured approach to maintaining accurate customer data
• Understanding of quality processes and customer qualification requirements; experience with goods receipt inspections and documentation is beneficial
• Experience managing complaints, returns, and related customer service activities
• Familiarity with inventory controls and stock management processes
• Self-motivated, reliable, able to work independently and in a team
• Fluent German and English, both written and spoken

Responsibilities

• Manage customer inquiries and orders via phone, email, and other communication channels
• Proactively support existing and prospective customers to ensure a high level of customer satisfaction
• Create, maintain, and update customer master data in company systems
• Monitor and maintain customer qualification records and related documentation
• Process, track, and follow up on customer orders throughout the order lifecycle
• Execute approval workflows and administrative processes within SAP
• Handle customer complaints, returns, and corrective actions using SAP
• Review, document, and approve goods receipts in accordance with company procedures
• Monitor and maintain inventory and stock records in SAP
• Collaborate closely with Sales, Logistics, Warehouse Operations, and other internal departments to ensure seamless customer service and operational efficiency

Job description

Founded in 1946, Fidia is an Italian multinational pharmaceutical company, with R&D, manufacturing, marketing and sales capabilities, and an extensive product portfolio, mainly based on Hyaluronic Acid, in strategic therapeutic areas such as Joint Care, Eye Care, Skin Care, Specialty Care, Health&Wellness Care. Headquartered in Abano Terme (PD), Fidia extends its global reach through local partners and distributors in 120+ countries worldwide, as well as with wholly owned subsidiaries.

Job Description To strengthen our team at Fidia, we are looking for a Customer Service Specialist (m/f/d).

Main responsibilities

• Manage customer inquiries and orders via phone, email, and other communication channels
• Proactively support existing and prospective customers to ensure a high level of customer satisfaction
• Create, maintain, and update customer master data in company systems
• Monitor and maintain customer qualification records and related documentation
• Process, track, and follow up on customer orders throughout the order lifecycle
• Execute approval workflows and administrative processes within SAP
• Handle customer complaints, returns, and corrective actions using SAP
• Review, document, and approve goods receipts in accordance with company procedures
• Monitor and maintain inventory and stock records in SAP
• Collaborate closely with Sales, Logistics, Warehouse Operations, and other internal departments to ensure seamless customer service and operational efficiency

Requirements

• Commercial, business, or administrative qualification, or an equivalent combination of education and experience
• Previous experience in customer service, inside sales support, order management, or a similar role is preferred
• Proficiency in SAP, particularly in customer master data management, order processing, complaint handling, and inventory management
• Strong knowledge of Microsoft Office applications
• Excellent communication skills and a professional manner when interacting with customers by phone and email
• Experience in outbound customer contact, customer development, or prospecting is considered an advantage
• Strong attention to detail and a structured approach to maintaining accurate customer data
• Understanding of quality processes and customer qualification requirements; experience with goods receipt inspections and documentation is beneficial
• Experience managing complaints, returns, and related customer service activities
• Familiarity with inventory controls and stock management processes
• Self-motivated, reliable, and able to work effectively both independently and as part of a team
• Fluent German and English, both written and spoken

Our offer

• Permanent employment contract
• Company pension scheme after one year of service
• Professional development opportunities, including language courses, technical training, and personal growth programs
• Salary between €40,000 and €50,000 per year, depending on qualifications and experience
• An international and collaborative work environment with opportunities for career growth

Fidia benefits

• In Fidia you will have unlimited access to training and coaching programs aligned with market best practices and opportunities for professional development through participation in internal job posting processes
• pension fund with company integration and health fund
• merit review and referral programs
• company canteen
• staff discounts and access to the flu vaccination campaign

Fidia Farmaceutici promotes parity and inclusion in all its actions. All people from the status of candidate to that of employee and throughout the duration of their employment relationship are entitled to the same opportunities and protections regardless of gender identity, sexual orientation, ethnicity, migration background, religion, nationality, age. All company procedures are therefore drafted in compliance with the principles expressed in the previous point; any divergences should be promptly brought to the attention of the People & Culture Department.

Founded in 1946, Fidia is an Italian multinational pharmaceutical company, with R&D, manufacturing, marketing and sales capabilities, and an extensive product portfolio, mainly based on Hyaluronic Acid, in strategic therapeutic areas such as Joint Care, Eye Care, Skin Care, Specialty Care, Health&Wellness Care. Headquartered in Abano Terme (PD), Fidia extends its global reach through local partners and distributors in 120+ countries worldwide, as well as with wholly owned subsidiaries.