Customer Service Officer

Viatris; Amstelveen; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation package

35 vacation days

Healthcare insurance allowance

Hybrid work model

Contribution free pension plan

Fun social events

Job summary

Viatris is seeking a Customer Service Officer to ensure excellent customer service and efficient order management. In this role, you'll handle incoming orders, support stakeholders, and act as the SAP superuser.

The ideal candidate has a Higher Vocational Education degree and at least 3 years of experience in the pharmaceutical sector, alongside strong communication and project management skills. This position promotes a hybrid work model and offers competitive benefits, including a pension plan and health insurance.

Qualifications

• Minimum of 3 years' experience within the pharmaceutical industry.
• At least 2 years in a similar customer service or operational role.
• Fluent in Dutch and English.

Responsibilities

• Process and manage incoming customer orders.
• Monitor demand fluctuations and collaborate with Supply Chain.
• Act as the SAP superuser for the Dutch organization.

Skills

Customer service

Order management

Project management

Communication

Analytical skills

SAP proficiency

Problem-solving

Education

Higher Vocational Education (HBO) degree

Tools

Microsoft Excel

Power BI

Job description

The Role & What You Will Be Doing

We are looking for a proactive and customer-focused Customer Service Officer to join our team. In this role, you will play a key part in ensuring excellent customer service, efficient order management, and smooth coordination across internal and external stakeholders.

Every day, we rise to the challenge to make a difference and here’s how the Customer Service Officer role will make an impact:

• Process and manage incoming customer orders accurately and efficiently to maintain high service levels.
• Review order patterns and identify unusual order volumes or frequencies, escalating concerns when necessary.
• Handle complex orders and provide support and guidance to colleagues on order-related issues.
• Monitor demand fluctuations and collaborate with Sales, Supply Chain, and management to support demand planning activities.
• Manage and track back orders, ensuring timely updates and proactive communication regarding product availability.
• Coordinate with Supply Chain and Quality teams to support the release and availability of incoming goods.
• Prepare and maintain regular reports for health insurers regarding product availability and tender performance.
• Support shortage management activities by identifying alternative solutions and coordinating with internal and external stakeholders.
• Monitor and troubleshoot EDI order flow issues, working with customers and internal teams to resolve problems quickly.
• Process customer orders manually when required and ensure business continuity during system disruptions.
• Act as the SAP superuser for the Dutch organization, supporting system maintenance, troubleshooting, and issue escalation.
• Deliver SAP training, maintain user access, and support colleagues to ensure efficient and compliant use of the system.

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:

• Higher Vocational Education (HBO) degree, preferably in a Commercial, Business, or related field.
• Minimum of 3 years' experience within the pharmaceutical industry, including at least 2 years in a similar customer service, supply chain, or operational role.
• Strong project management and business analysis skills.
• Experience working in an international and cross-functional environment is an advantage.
• Fluent in Dutch and English, with excellent verbal and written communication skills.
• Strong analytical skills with the ability to translate business needs into practical recommendations and solutions.
• Proven ability to collaborate effectively across cross-functional teams and stakeholders.
• Strong coordination and organizational skills, with the ability to drive activities toward common business objectives.
• Comfortable interacting with stakeholders at all levels, including senior leadership and executive management.
• Advanced proficiency in SAP, Microsoft Excel, and data management/reporting tools such as Power BI.
• Proactive problem-solver with a strong customer-focused mindset and attention to detail.

We reward and acknowledge your contributions and offer the following

• Great Place to Work certification, demonstrating that we offer a great employee experience and being an employer of choice
• Competitive compensation package inclusive of annual discretionary bonus
• Focus on career progression with growth and development opportunities
• Hybrid work model and home working budget
• Emphasis on Health and Wellness programs
• 35 vacation days
• Contribution free pension plan
• Contribution free disability insurance and contribution free accident insurance
• Contribution free life insurance
• Healthcare insurance allowance
• Internet allowance
• Paid additional birth leave for partner
• Leisure discount program
• Fun social events, great barista coffee and a friendly and supportive environment

Viatris is an Equal Opportunity Employer.