Customer Service Executive (m/w/d)

Job Title: Customer Service Executive

Location: Germany (Remote) 

About ADVANZ PHARMA

ADVANZ PHARMA is a global pharmaceutical company with the purpose to improve patients’ lives by providing the specialty, hospital, and rare disease medicines they depend on.

Our ambition is to be a partner of choice for the commercialisation of specialty, hospital, and rare disease medicines in Europe, Canada, and Australia. In line with our ambition, we are partnering with innovative biopharma and pharmaceutical development companies to bring medicines to patients.

Headquartered in London, UK, we have c700 employees based across more than 20 countries, including key countries in Europe, the US, Canada, and Australia. Our Centre of Excellence in Mumbai, India, as well as an established global distribution and commercialisation partner network complement our global operations.

ADVANZ PHARMA’s product portfolio and pipeline comprises innovative medicines, specialty generics & biosimilars, and originator brands. Our products and pipeline cover a broad range of therapeutic areas, including hepatology, gastroenterology, anti-infectives, critical care, endocrinology, CNS, and, more broadly, rare diseases.

We can only achieve our ambition with the passion of our dedicated and highly qualified people, acting in line with our company values of entrepreneurship, speed, and integrity.

About the Role

We are seeking a highly skilled, motivated and customer-focused Customer Service Executive to join our dynamic team at Advanz Pharma, covering the DACH region. The ideal candidate will be fluent in German and have experience in customer service, preferably within a pharmaceutical or healthcare-related environment. This role involves addressing customer inquiries, managing orders and complaints, and ensuring a positive experience and interaction for our clients in the German-speaking region.

Key responsibilities:

•Provide exceptional customer service to German-speaking clients, ensuring high levels of satisfaction.

•Handle inbound and outbound calls, emails, and chat support to respond to customer queries, complaints, and product inquiries.

•Process and manage customer requests, ensuring accurate and timely order fulfilment.

•Assist customers with product-related issues, including product returns, credit note creation, exchanges, and tracking.

•Work closely with our Pre-wholesaler, Market Access, Sales, Marketing, and logistics teams to resolve customer concerns and streamline processes.

•Maintain customer records & case tracking, ensuring accurate data entry into our CRM system, also covering pricing aspects and updating of prices for different sales channels and our pre-wholesaler.

•Leverage organisational opportunities via e.g. Artificial Intelligence or IT to facilitate processes. Provide overall support for our products.

•Ensure compliance with industry regulations and company policies when interacting with customers.

•Follow up with customers to ensure resolution and satisfaction with products and services.

•Stay up to date with product knowledge, industry trends, and regulations relevant to the pharmaceutical sector.

About You

We are looking for highly motivated individuals who are passionate about making a meaningful difference to patients’ lives.

Qualifications:

• Experience in customer engagement, or life sciences, economics, business or related suitable field, ideally with a degree in one of these fields

Experience & Competences

• At least 2 years’ experience in the industry in a similar position
• Ideally experience and understanding of the healthcare system, its environment, regulatory set-up, customer relations and customer enquiries & complaints handling
• Ability to work cross-functionally in a matrix organisation

Knowledge & Skills:

• Demonstrated knowledge in handling diverse customer interactions
• Demonstrated success in managing multiple different tasks and working in a fast-paced environment
• Good written and oral communication, and organizational skills
• Strong collaborative and cross-functional understanding & skills

Personal Qualities:

• Detail & solution oriented, kind mentality and strong customer mindset
• Ability and willingness to solve problems fast and be “hands on”

Why ADVANZ PHARMA?

The success of any company is driven by its people, and we are no different.

At ADVANZ PHARMA, we believe in empowering our people to be entrepreneurs and embrace challenges to enable personal and company growth in an agile and fast-paced environment.  We strive to do that inclusively and responsibly, treating all employees with integrity whilst rewarding outcomes and impact.

Our teams are made up of people from all walks of life and backgrounds. We thrive in an environment where uniqueness is celebrated, but we are all united by the same passion to help improve patients' lives by providing and enhancing the specialty and hospital medicines they depend on.

As a business, we like to tap into new ideas and fresh perspectives. So, if you join us, you’ll be empowered to own your work, explore new possibilities and make things happen.

But there’s more to you – and us – than just work, which is why our culture, vision and values are so high on our agenda. We believe in gender equality and actively encourage women into senior roles – we have an active ADVANZ PHARMA Women’s Network; almost 40% of our managers are women.

We work hard to recognise and reward talent, and we actively promote from within - last year, approximately 25% of our people across the company achieved promotions. In addition, we recognise talent with our annual Impact Awards, in which our top performers are rewarded for their hard work and dedication.

We offer flexible, agile working options, and you will also enjoy a highly competitive salary and benefits package.

To join us on our exciting journey, Apply now! *

*Please include a CV and Cover letter.