Customer Service Agent

Centrient Pharmaceuticals; Valladolid; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Local contract

Job summary

Centrient Pharmaceuticals seeks a Customer Service professional in Barcelona to own the end-to-end order life cycle for assigned accounts. You will provide real-time support via phone and email, coordinate with Sales, Supply Chain and Finance to ensure on-time deliveries and maintain accurate customer master data.

The role requires 3+ years in B2B sales or call centre, English proficiency at least B2, and strong communication skills. A local contract in a dynamic, global team awaits.

Qualifications

• Minimum High School Diploma or equivalent.

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, meetings, and email.
• Responsible for meeting KPI’s related to customer segmentation.
• Coordinate with Sales, Supply Chain and Finance for on-time deliveries.
• Monitor status and drive fulfillment of open orders and in-transit deliveries; escalate when needed.
• Align with sales managers on demand allocation and deviations.
• Handle batch allocation per customer requirements; share documentation as per CMS.
• Plan shipments (rolling months) for domestic, export, and intercompany shipments.
• Communicate proactively with Customers, Sales and internal stakeholders.
• Handle price/quantity complaints and coordinate returns with logistics.
• Maintain customer master data records.

Skills

Active listening

Communication skills

Time management

Multitasking

Teamwork

Problem solving

Escalation mgmt

Sales experience

Education

High School Diploma

B2 English

Tools

SAP ERP

SAP C4C CRM

Celonis 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.

Position

The Commercial / Customer Service department has a vacancy in its Barcelona team for the following position.

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

• Minimum High School Diploma or equivalent.
• 3+ years of experience in sales and/or call centre within a B2B environment including:
• Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
• 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 prioritise.
• 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 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 organisation is very flat. You have a lot of freedom and responsibility in an open, direct, and informal atmosphere.

Reference Check Procedures

Reference check procedures are part of the Centrient Recruitment & Selection Process. You will be contacted when a reference check is required.