Providing high-quality customer service and order management support for UK, Ireland and international customers
Ensuring all orders, exports, imports and deliveries are processed accurately and in compliance with company procedures
Acting as a key link between customers, warehouses, logistics providers, Quality, Finance, Regulatory, Industrial, Pharmacovigilance and Commercial teams
Anticipating, identifying and evaluating customer needs to deliver a consistently high level of customer satisfaction
Building sustainable relationships of trust internally and externally through open and interactive communication
Handling customer queries and complaints, providing appropriate solutions within agreed timelines
Ensuring all KPIs, targets and deadlines are met
Maintaining training records and ensuring all required SOPs, GDP and compliance training are completed
Ensuring all work is performed in accordance with SOPs, GDP, Health & Safety and regulatory requirements
Supporting collaboration between Customer Service teams in different locations (UK, Paris, Brussels)

Professional and customer-focused attitude
Strong organisational and time management skills
Excellent communication skills
Ability to manage multiple orders and priorities
Experience in order processing and customer service
Good knowledge of SAP, Sage or similar ERP systems
Experience with export documentation and logistics coordination
Ability to work with UK and international customers
Ability to work in a regulated / pharmaceutical / GDP environment
Knowledge of Incoterms, export processes and customs procedures is an advantage
Ability to travel occasionally to other company locations (UK / Paris / Brussels)
Team player with proactive mindset
Willingness to learn and develop new skills.
French language skills are an advantage but not essential.

Customer Service Officer

Key skills