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

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.