Customer Solutions Specialist

Lonza; Gurugram District; On-site; Confidential; Full time

Benefits offered by this job

Agile culture

Inclusive workplace

Performance-based rewards

Global collaboration

Learning & development

Benefits

Job summary

Lonza in Gurgaon, India is seeking a Customer Solution Specialist to serve as the key interface between Lonza and its customers, ensuring seamless order fulfillment, issue resolution, and outstanding service. You will collaborate with Sales, Supply Chain, Quality, Finance, and Operations to support commercial objectives and enhance efficiency.

The role demands a proactive problem-solver with 7+ years in customer service or order management in B2B, familiarity with SAP SD, Power BI, SFDC, and

Qualifications

• Bachelor’s degree in Business, Supply Chain, Life Sciences, Commerce, or related; advanced degree preferred.
• 7+ years in customer service, operations, supply chain or order management in B2B; pharma or life sciences experience preferred.
• Strong knowledge of order management, logistics coordination, and supply chain operations.
• Proficiency in English with excellent written and verbal communication.

Responsibilities

• Act as the primary contact for customer inquiries, resolving issues and complaints efficiently while maintaining high customer satisfaction.
• Coordinate customer requirements with internal teams for new product development activities.
• Manage export and import shipments, including documentation, logistics coordination, and LC requirements.
• Generate and distribute business reports, performance metrics, and updates to leadership and stakeholders.
• Collaborate with local and global cross-functional teams to ensure timely shipment planning and order execution.
• Maintain accurate customer records, documentation, and transactional data.
• Lead or participate in projects from initiation to completion with regular status updates.
• Provide coverage during resource gaps to ensure service levels and processing quality.
• Support ad hoc assignments and initiatives as directed by management.

Skills

SAP SD

Power BI

Salesforce SFDC

Microsoft Excel

PowerPoint

English communication

Order management

Logistics coordination

Education

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

Advanced degree preferred

Tools

SAP SD module

Job description

Location: Gurgaon, Haryana, India

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.
• Our full list of global benefits can be found here: https://www.lonza.com/careers/benefits.

What you will do

• 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.