Customer Service Officer

Biopharma Careers; Amstelveen; Hybrid; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Great Place to Work certification

Annual discretionary bonus

Career progression opportunities

Health and Wellness programs

35 vacation days

Pension plan

Internet allowance

Job summary

Viatris Netherlands is seeking a proactive Customer Service Officer to ensure excellent service, efficient order management, and smooth coordination across internal and external stakeholders. You will manage orders, analyze demand, and support approvals and reporting for health insurers.

The role requires a strong customer focus, SAP expertise, and collaboration across Sales, Supply Chain, and Quality teams.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Dutch language

English language

Analytical skills

Cross-functional collaboration

Education

HBO degree

Tools

SAP

Microsoft Excel

Power BI

Job description

Mylan B.V.

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.

This posting supports ongoing hiring needs and may be used to consider candidates for upcoming opportunities.

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

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.

• 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.

At Viatris Netherlands, we offer an inclusive, engaging, and high-performing environment where you can use your experience, perspective and skills to help make an impact - come and join us!

Benefits

• 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

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.

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

A t 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.