Customer Solutions Specialist

Lonza; Gurgaon; On-site; Confidential; Full time

Benefits offered by this job

Dynamic working culture

Inclusive workplace

Performance-based compensation

Global collaboration opportunities

Learning and development opportunities

Job summary

Lonza is seeking a Customer Solution Specialist to join our Sales & Marketing team. You will serve as the key interface between Lonza and customers, ensuring seamless order fulfillment, effective issue resolution, and outstanding customer service.

You will work with Sales, Supply Chain, Quality, Finance, and Operations to support commercial objectives and enhance operational efficiency. You will coordinate export/import shipments, documentation, and LC requirements; generate business reports;

Qualifications

• Bachelor’s degree in Business, Supply Chain, Life Sciences, Commerce, or related discipline; advanced degree preferred.
• 7+ years of experience in customer service, customer operations, supply chain, or order management within a B2B environment; pharma or life sciences experience preferred.
• Strong knowledge of order management, customer support processes, logistics coordination, and supply chain operations.
• Proficiency in English with excellent written and verbal communication skills.
• Hands-on experience with SAP SD module, Power BI and Salesforce.com (SFDC).
• Advanced Microsoft Excel and PowerPoint skills for reporting and presentations.
• Understanding of international trade documentation, import/export processes, and LC requirements.

Responsibilities

• Act as the primary contact for customer inquiries, resolving issues and complaints to ensure high satisfaction.
• Coordinate export and import shipments, including documentation and LC requirements.
• Generate and distribute business reports and performance metrics to leadership.
• Collaborate with global cross-functional teams to ensure timely shipment planning and order execution.
• Maintain accurate customer records and transactional data.
• Lead or participate in projects from initiation to completion with status updates.
• Provide operational support during resource gaps to maintain service levels.
• Support ad hoc assignments to ensure smooth business operations.

Skills

English communication

Customer focus

Cross-functional collaboration

Data reporting

Order management

Education

Bachelor’s degree in Business/Supply Chain/Life Sciences/Commerce

Tools

SAP SD

Salesforce SFDC

Power BI

Microsoft Excel

PowerPoint

Job description

We are currently looking for a Customer Solution Specialist to join our Sales & Marketing team. This role serves as the key interface between Lonza and its customers, ensuring seamless order fulfillment, effective issue resolution, and outstanding customer service. The successful candidate will work closely with cross-functional teams including Sales, Supply Chain, Quality, Finance, and Operations to support commercial objectives, drive customer satisfaction, and enhance operational efficiency.

What you will get

• An agile career and dynamic working culture.
• An inclusive and ethical workplace.
• Compensation programs that recognize high performance.
• Opportunities to collaborate with global cross-functional teams.
• Ongoing learning and professional development opportunities.
• Act as the primary point of contact for customer inquiries, resolving issues and complaints efficiently while ensuring a high level of customer satisfaction.
• Support new product development activities by coordinating customer requirements and internal execution plans.
• Manage export and import shipment activities, including documentation, logistics coordination, and Letter of Credit (LC) requirements.
• Generate and distribute business reports, performance metrics, and operational updates to leadership and key stakeholders.
• Collaborate with local and global cross-functional teams to ensure timely shipment planning and successful order execution.
• Maintain accurate customer records, documentation, business correspondence, and transactional data.
• Participate in or lead projects from initiation through completion, providing regular status updates and ensuring achievement of objectives.
• Provide operational and customer support coverage during resource gaps, ensuring consistent service quality and fulfillment of service level commitments.
• Provide support on ad hoc assignments and initiatives as directed by management to ensure smooth business operation

What we are looking for

• Bachelor’s degree in Business, Supply Chain, Life Sciences, Commerce, or a related discipline; advanced degree preferred.
• 7+ years of experience in customer service, customer operations, supply chain, or order management roles within a B2B environment; pharmaceutical or life sciences industry experience preferred.
• Strong knowledge of order management, customer support processes, logistics coordination, and supply chain operations.
• Proficiency in English with excellent written and verbal communication skills.
• Hands-on experience with SAP SD module , PBI (Power BI) and Salesforce.com (SFDC).
• Advanced Microsoft Excel and PowerPoint skills with the ability to create meaningful reports and presentations.
• Understanding of international trade documentation, import/export processes, and Letter of Credit requirements
• Ability to perform effectively in a fast-paced environment, manage multiple priorities, and maintain composure under pressure.
• Willingness to collaborate with global stakeholders and participate in off-hours meetings or support activities as business needs require.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.