Customer Service Agent

Centrient Pharmaceuticals; Barcelona; On-site; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Local contract

Growth opportunities

International environment

Job summary

Centrient Pharmaceuticals in Barcelona seeks a Customer Service Agent who owns the end-to-end order management process and serves as the go-to contact for customers and internal stakeholders. He/she will strongly liaise with Sales, Supply Planning and Logistics to drive on-time deliveries and ensure all documentation is accurate.

You will support the order life cycle, handle inquiries, manage master data, and maintain KPI-driven performance.

Qualifications

• Minimum high school diploma or equivalent.
• 3+ years in sales and/or call center in a B2B environment, with international liaison experience a plus.
• Fluent English (B2/B2+ level) and regional language skills as needed.
• Strong communication, problem solving and multitasking abilities.

Responsibilities

• Own end-to-end order life cycle for assigned accounts.
• Provide real-time customer support via calls, meetings and emails.
• Coordinate with Sales, Supply Chain and Finance for on-time deliveries.
• Monitor status and escalate issues as needed.
• Maintain customer master data and documentation.
• Communicate proactively with customers and internal stakeholders.

Skills

Fluent English (B2)

Strong communication

Problem solving

Escalation management

Time management

Teamwork

Education

High School Diploma or equivalent

Tools

SAP ERP

SAP C4C

Celonis

CRM tools

Data mining

Job description

Centrient Pharmaceuticals is the leading manufacturer of beta-lactam antibiotics, and a provider of next generation statins and anti-fungals. We produce and sell intermediates, active pharmaceutical ingredients and finished dosage forms. We stand proudly at the centre of modern healthcare, as a maker of essential and life-saving medicines. With our commitment to Quality, Reliability and Sustainability at the heart of everything we do, our over 2000 employees work continuously to meet our customers’ needs. We work towards a sustainable future by actively participating in the fight against antimicrobial resistance. Founded 150 years ago as the 'Nederlandsche Gist- en Spiritusfabriek', our company was known as Gist Brocades. Headquartered in Rotterdam (Netherlands), we have production facilities and sales offices in China, India, the Netherlands, Spain, the United States and Mexico. Centrient Pharmaceuticals is wholly owned by Bain Capital Private Equity, a leading global private investment firm.

The Position

The Commercial / Customer Service department has a vacancy in its Barcelona team for the following position. The Customer Service Agent owns the order management process end-to-end and acts as a go-to person for customer and order related questions, both internally and externally. The Customer Service Agent will act as a SPOC for all customer related matters. He/ She will strongly liaise with related functions (Sales, Supply planning, Logistics) to drive the order management process. The Customer Service Agent reports to the Regional Customer Service Agent Team Lead.

The main activities and responsibilities

• Responsible for End-to-End Order Life Cycle for assigned accounts (PFI, Confirmation, Order Booking, Cleaning, Dispatch and Documentation).
• Dedicated real-time customer Support via phone calls, regular catch‑up meetings, F2F meetings and emails.
• Responsible for meeting all KPI's related to customer segmentation.
• Co-ordination with Sales, Supply Chain and Finance such as Planning, WH, International Logistics, export, import & Finance team for on time deliveries.
• Status monitoring and driving fulfillment of open orders, In transit deliveries or any schedule updates, including escalation mngt.
• Alignment with sales manager franchise managers on the demand allocation, deviations and resolution.
• Batch allocation as per customer requirements, Share all relevant documentation as per CMS.
• Shipment planning (rolling months) for all domestic, export and intercompany shipments including lead time considerations.
• Order related document handling.
• Proactive communication to Customers, Sales and relevant internal stakeholders.
• Complaint handling for price and quantity.
• Coordination of return process with logistics.
• Ownership of customer master data records.

Requirements

The Ideal Candidate:

• Minimum High School Diploma or equivalent.
• 3+ years of experience in sales and/or call center within a B2B environment including:
  • 1. Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
  • 2. Experience of liaising with customers / internal departments located internationally would be an advantage.
• Fluent in English language equivalent to level B.2, plus fluency in language(s) required to operate in the region.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalation mngt.
• Ability to multitask, manage time, and prioritize.
• Ability to work individually and as a team member.
• MS Office - ERP system SAP.
• Knowledge of Data mining tool (e.g Celonis preferred).
• Knowledge of CRM tools (e.g SAP C4C preferred).

Benefits Terms and reward

We offer a local contract in a challenging, comprehensive, operational environment, with many opportunities for personal input and growth and plenty of discussions with other professionals. The organization is very flat. You have a lot of freedom and responsibility in an open, direct, and informal atmosphere.