Customer Service Agent (Biopharma)

Tandem Project Management
Employment Type
Not disclosed
Tandem Project Management logo

A Customer Service Agent is required for a biopharmaceutical company in West Dublin. The successful candidate will be responsible for the day to day customer management of the company account providing support with all aspects of Customer Operations Management task. The incumbent will ensure the customer demand is satisfied by efficiently processing sales orders, handling customers’ enquiries, product returns and controlled distribution management.


  • This role will also be responsible to support Customer Operations team with related activities for the seamless transitioning to the Company’s Business Units of their new requisition’s portfolio. 
  • Build excellent working relationships and regular contact with stakeholders within Business Units, such as, Supply Chain Operations, Sales, Finance, Credit Management, QA, Regulatory and Distributors. 
  • Support the Customer Operations Manager, EMEA in process improvements, Order Book Management specific projects and initiatives. 
  • Fully understand all the Departmental processes and consistently seek out areas and opportunities to improve overall efficiencies in alignment with local and international requirements. 
  • Drive superior levels of compliance and efficiency with all tasks, Daily management and processing of sales orders, rush orders, service requests and programs such as, Global Access to Medicines Program (GATM), Named Patient Sales (NPS), other Commercial, Free of Charge/Compassionate items as applicable. 
  • Ensure all received orders are always processed timely.
  • Provide daily support to the company with all aspects of Customer Operations Management tasks. 
  • Provide regular reporting and feedback on the Customer Operations.
  • Management challenges and take the initiative to proactively solve issues or reach out to other Depts. for support required.
  • Manage the coordination of information to the customer and to the internal teams on all aspects of the Order To Cash process.
  • Provide backup and cover for the Customer Operations Management team in the case of the absence.
  • Be part of the On-Call rotation support to handle emergencies from customers.
  • Accountable for using and maintaining established & Standardized template(s) / Document(s) / procedure(s) whenever it is applicable, in conjunction with Customer Operations Manager’s guidance/recommendations and ensure all training requirements are complete.
  • New Customer Creation and modification in SAP in conjunction with QA or Regulatory Affairs and ensure the validation criteria for Bona Fide with the appropriate control documents.
  • Patients records creation and controlled distribution management in conjunction with Customer Operations Manager & the company’s business units.
  • Work very closely with the Distribution team to ensure that product is delivered to the right place, at the right time and for the right patient.
  • Vaccination certificates (CoV) checking: collection, verifying, working with medical and regulatory people in the regions to approve CoV, filing, entering the information into database, cleaning up the CoV database, chasing the expired CoVs.
  • Ensure the highest adherence to all compliance requirements within the function.
  • Quality control – Good Distribution Practice (GDP Guidance).
  • Data Privacy control – General Data Protection Regulation (GDPR).
  • Financial control – Sarbanes Oxley.
  • Regulatory control – Controlled distribution.
  • Support the yearly requirement for Customer account revalidation in conjunction with the local quality representative and within the timelines set.
  • Ensure decisions made on acceptance or denial of returns, credits and rebills meet company’s policies in coordination with the distribution specialists.
  • Effectively and efficiently manage project items as assigned by the Customer Operations Manager, EMEA and deliver on timelines and tasks as required and in accordance with project dates.

Qualifications & Experience:

  • University Degree in Business Related or Supply Chain.
  • GDP Certification.
  • Previous Pharmaceutical Experience desirable, ideally in Customer Service or Supply Chain.
  • Customer Experience driven.
  • Knowledge of SAP or other ERP system.
  • Knowledge of Supply Chain Operations desirable.
  • Strong computer literacy, with MS Office (Word, Excel, Outlook, Power point).
  • Strong presentation skills.
  • Fluency in English both written and oral; fluency in other European languages is desirable.