Job Description

We are looking for a Customer Care Associate with a minimum of 1-year of customer support experience and supply chain knowledge. The potential candidate should be fluent in German. 

Business/native level German is a requirement/essential
Contributes to the completion of milestones associated with commercial order management and
specific projects or activities within the team or department related to commercial supply chain
Appropriately solves administrative issues.
Ensures optimal internal and external customer satisfaction in line with client's policies and
Ensures compliance with SOX & GMP regulations

Customer Care
Unique first point of contact for customers, affiliates and Local Service Providers (LSPs).
Call- and mail handling with Customers, affiliates and LSPs.
Develops and maintain good relationships with internal/external customers (affiliate, physician,
pharmacist, wholesaler, hospital, distributor etc, other ABR departments), and LSPs
Exchanges complex information with customers to solve problems within client’s procedures
and/or provide ongoing support to ensure customers are satisfied.
Discusses, accepts, enters and follows up on customer service complaints.
Identifies & Initiates process improvements to decrease number of service complaints
Order management
Executes track and trace on daily basis, follows up on delays, and signs off reports
Executes returns for all order types, credit and debit notes, follows up timely release
Customer Master Data
Sets-up new customer; Initiates (e-)form, follows-up with affiliate and the new customer, and
performs Customer Master Data entry
Maintains and updates Customer Master Data requests.
Timely process of credit, debit and return orders, tracks and trace reports including following up
on delays, and logs customer service complaints. Handles call and mail; ensures precise and promptly response to customer queries with the
agreed service levels and applicable conditions. Correct Customer Master Data set up and review
Identifies and initiates Front office related process improvements and provides input for monthly country KPIs


Fluency in multiple languages (Ideally native speaker: French, Dutch, Portuguese, Czech/Slovak)

Minimum 1 to 2 years of related experience in customer service or sales
Ability to shift between tasks in a dynamic environment and work within diverse, international
group of people

Experienced in working with automated systems (computer bases business systems) like MS Office

Advanced communication skills

Customer and services focused

Fluency in English, both in oral and written communication + 1 native/excellent level language
required in the team.

High quality standards with regards to work

Preferred Requirements:
Education in Economics, Business Administration Supply Chain Management or related area

Computer skills and ERP experience

Experience with issue handling in a Supply Chain environment

Problem solving skills

Ability to set priorities and timely escalation