Customer Liaison Executive

Viatris; Hatfield; On-site; GBP 26,000 - 38,000; Full time

Job summary

Viatris UK is seeking a Customer Liaison Executive to be the primary point of contact for a defined group of customers, providing excellent service and post‑sales support via email and phone.

In a busy, fast‑paced environment, you will review large orders, resolve discrepancies, monitor status, and coordinate with 3rd party logistics to ensure on‑time delivery while upholding compliance and high service standards.

Qualifications

• Proven success in managing customer accounts in a technical Customer Service role essential.

Responsibilities

• Manage a group of customers in collaboration with internal stakeholders to achieve sales and profit targets.

Skills

Customer account management

Pharma sector experience

IT skills (MS Office)

SAP/ERP expertise

Interpersonal communication

Attention to detail

Multitasking

Resilience under pressure

Deadline-driven

Organisational skills

Team player

Tools

SAP ERP

Microsoft Office

Job description

Viatris UK Healthcare Viatris is a global healthcare company uniquely positioned to bridge the traditional divide between generics and brands, combining the best of both to more holistically address healthcare needs globally. With a mission to empower people worldwide to live healthier at every stage of life, we provide access at scale, currently supplying high-quality medicines to approximately 1 billion patients around the world annually and touching all of life's moments, from birth to the end of life, acute conditions to chronic diseases. We have been included on number of award lists that demonstrate the impact we are making. Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas. We are committed to helping create healthier communities worldwide through education, outreach and better access to treatment. For those driven to live their lives with purpose, Viatris helps employees realise their full potential by creating a collaborative culture that fosters courage and resilience. Viatris is more than just a place to work. This is a place to make a difference in the world.

The Role & What You Will Be Doing

An enthusiastic Customer Liaison Executive with superior Customer Service skills to serve as the operational point of contact for a group of customers. To understand their needs, build and maintain productive relationships and provide excellent service and client relations (including pre and post-sales support) via email or telephone. Responsible for accurately reviewing large and complex customer orders in a busy and fast paced environment within an expanding team. This role also involves managing and replying to a large amount of inbound emails and the ability to maintain good enquirer/stakeholder relationships. Every day, we rise to the challenge to make a difference and here’s how the Customer Liaison Executive role will make an impact:

INDIVIDUAL

• Manage a group of customers in collaboration with internal stakeholders to achieve sales and profit targets
• Ensure order discrepancies are highlighted where appropriate; work with the customer and/or internal departments to ensure resolution
• Monitor, track and update customers on the status of orders
• Work with 3rd Party Logistics to ensure orders are delivered to meet customer and business expectations and maximise On Time in Full
• Ensure WDA, CD licences and legal controls are checked and updated within company guidelines to ensure compliancy
• Log customer complaints/queries and provide appropriate solutions and alternatives within the specified time limits; follow up to ensure resolution
• Manage large amounts of inbound emails/enquiries
• Understand customers’ needs and provide correct information in a timely manner
• Be a contact and key link between enquirers and stakeholders

SHARED

• Live our Mission – Access, Leadership, Partnership
• Meet or Exceed our Financial commitments
• Build our Future

About Your Skills & Experience

For this role, we’re looking for a candidate who has an effective combination of the following qualifications, skills and experiences:

• Proven success in managing customer accounts in a technical Customer Service role essential.
• Experience in the pharmaceutical sector would be advantageous
• Strong IT skills with a good working knowledge of Microsoft Office Suite (Excel, Outlook, Word), and SAP or another ERP system
• Excellent interpersonal and communication skills.
• Strong attention to detail with a problem-solving can-do mindset.
• Ability to prioritise and multi-task is essential.
• Resilient under pressure and confident to question decisions when necessary.
• Able to work to deadlines
• Excellent organisational and time management skills
• Good team player with an enthusiastic self-motivated attitude

At Viatris, we are dedicated to building a truly diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t fully align with every requirement, we still encourage you to apply. You may just be the right candidate for this or other roles.

Benefits at Viatris

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. Some of our benefits include the following on top of a competitive salary:

• Top Employer Accreditation, demonstrating that we provide excellent people policies and practices
• Competitive compensation package
• Focus on career progression with growth and development opportunities
• Emphasis on Health & Wellness programmes
• 100% paid medical insurance and Employee Assistance Programme
• Life cover
• Excellent employer-matched pension scheme with Viatris contributing up to 11%
• 2 paid volunteer days per year

Diversity & Inclusion at Viatris

At Viatris, diversity and inclusion are essential to our mission. The diversity we foster in all aspects of our business can be one of our greatest strengths in redefining healthcare not as it is, but as it should be. If you would like to know more about what diversity, equity and inclusion means to us, please visit https://www.viatris.com/en/Careers/Diversity-and-Inclusion

Sustainability at Viatris

Corporate social responsibility is fundamental to the Viatris mission. We work to advance responsible and sustainable operations and leverage our collective expertise to empower people to live healthier at every stage of life, recognizing that our actions affect the stakeholders and communities we serve. To learn more about our efforts, please visit https://www.viatris.com/en/about-us/corporate-responsibility

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others.

Viatris is an Equal Opportunity Employer.

Viatris is a global healthcare company formed in 2020 through the combination of Mylan and Upjohn, a legacy division of Pfizer. By integrating the strengths of these two companies, including our global workforce, we aim to deliver increased access to affordable, quality medicines for patients worldwide, regardless of geography or circumstance. We believe in healthcare as it should be - empowering people worldwide to live healthier at every stage of life. Because of our unwavering belief that better access leads to better health, we leverage our best-in-class manufacturing and scientific expertise and proven commercial capabilities to bring quality medicines to patients when and where they need them.