Protecting our tomorrow
Protecting Our Tomorrow
At Bavarian Nordic, we aspire to save and improve lives by developing innovative vaccines that are designed to unlock the power of the immune system. We are a global leader in smallpox/mpox vaccines, and our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, typhoid fever, and cholera. We excel in R&D innovation, manufacturing, and commercialization. We aim to improve health and quality of life for children and adults around the world – protecting our tomorrow. We hope that you will share this mission with us.
North America, Senior Customer Service Coordinator
The North American Sr. Customer Service Coordinator will be responsible for managing and enhancing customer service operations by providing exceptional support to customers and ensuring their needs are met in a timely and efficient manner. This position involves coordinating between various departments to resolve customer inquiries, complaints, and requests, maintaining a high standard of service to ensure customer satisfaction, as well contributing to supporting strategies & activities to build out the North American Customer Service operating model, processes, & capabilities.
As part of this role, the Sr. Customer Service Coordinator will be the point of contact and responsible for all customer related activities, including inquiries related order-to-cash, to shipments / deliveries for US and Canada and the first point of contact for any other inquiries that come internally to Bavarian Nordic from any customer or Bavarian service (i.e. Third-Party Logistics customer service). This includes communication with customers, Partners/Wholesaler’s/direct customers/distributers, end customers, patients, and internal stakeholders will be required, to ensure all inquiries are resolved in accordance with Bavarian Nordic’s guidelines and where applicable GMP/GDP guidelines and in cooperation with Commercial. When appropriate, the Sr. Customer Service Coordinator will leverage internal and external partners/ services to ensure completion of inquiries.

Your Responsibilities

• Serve as the primary point of contact for customer inquiries, concerns, and requests
• Coordinate and manage customer service activities, ensuring timely and effective responses to all customer communications
• Act as a liaison between customers and internal departments to ensure alignment of service expectations and delivery timelines
• Process orders, returns, exchanges, and refunds, ensuring accuracy and adherence to company policies
• Collaborate with internal teams such as commercial, 3PL management/regional distribution, Quality, Medical, and others to resolve customer issues
• Assist with product stock out reporting and mitigation in corporation with commercial for appointed countries according
• Contribute to establish customer service metrics aligned with the North America Business needs
• Help to monitor and track customer service metrics, providing regular reports on performance and areas for improvement
• Handle and resolve escalated customer complaints in a professional and empathetic manner
• Escalate critical issues to management and collaborate on resolutions strategies to mitigate customer impact
• Ensure all customer service documentation is maintained, organized, and up to date
• Participate in & contribute to the development and implementation of North American customer service strategies, activities, operating models, processes, capabilities, policies & procedures
• Help to create, own and maintain applicable internal and external Standard Operating Procedures (SOPs) for relevant customer service processes around internal & external stakeholders
• Where appropriate, perform customer service-related trend analysis and action planning by gathering & analyzing customer requests to proactively address their needs and focus BN efforts on customer value
• Assist in developing and executing customer feedback surveys to improve service quality
• Champion a culture of continuous improvement, actively seeking feedback and proposing initiatives to enhance customer experience

Skills & Requirements:

• 5+ years of experience in customer service or supply chain coordination, preferably in the pharmaceutical or healthcare industry
• Strong knowledge of order-to-cash processes and logistics operations
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Customer-centric mindset
• Problem-solving and critical thinking
• Cross-functional collaboration
• Attention to detail

We offer
A chance to work in an international company with unique technology and a dedicated workforce. We welcome people who share our passion with a willingness to make a difference. We offer a dynamic and flexible work environment and an opportunity to develop both your personal and academic competencies. We offer a comprehensive benefits plan and a competitive compensation package.
Salary Range - $75k – $120k
Location: US Remote – US Headquarters is in Durham, NC
Caught your interest?
If you are interested in the position, we look forward to receiving your application via our recruitment system. Just click the Apply Button and you will be redirected to our application form.
Founded in 1994, we have +30 years of experience developing life-saving vaccines. We are a global leader in smallpox and mpox vaccines. Our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, cholera, typhoid, and Ebola. We are headquartered in Denmark and have manufacturing, research, and sales offices across Europe and North America. Our values – our Bavarian Nordic DNA, as we like to call it – are what guide our actions every day. We act as persistent pioneers, embrace change, value being boosted by the team, and believe in protecting lives every day. If that is also a part of your DNA, we invite you to join us in Bavarian Nordic! Bavarian Nordic is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
www.bavarian-nordic.com

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• Serve as the primary point of contact for customer inquiries, concerns, and requests
• Coordinate and manage customer service activities, ensuring timely and effective responses to all customer communications
• Act as a liaison between customers and internal departments to ensure alignment of service expectations and delivery timelines
• Process orders, returns, exchanges, and refunds, ensuring accuracy and adherence to company policies
• Collaborate with internal teams such as commercial, 3PL management/regional distribution, Quality, Medical, and others to resolve customer issues
• Assist with product stock out reporting and mitigation in corporation with commercial for appointed countries according
• Contribute to establish customer service metrics aligned with the North America Business needs
• Help to monitor and track customer service metrics, providing regular reports on performance and areas for improvement
• Handle and resolve escalated customer complaints in a professional and empathetic manner
• Escalate critical issues to management and collaborate on resolutions strategies to mitigate customer impact
• Ensure all customer service documentation is maintained, organized, and up to date
• Participate in & contribute to the development and implementation of North American customer service strategies, activities, operating models, processes, capabilities, policies & procedures
• Help to create, own and maintain applicable internal and external Standard Operating Procedures (SOPs) for relevant customer service processes around internal & external stakeholders
• Where appropriate, perform customer service-related trend analysis and action planning by gathering & analyzing customer requests to proactively address their needs and focus BN efforts on customer value
• Assist in developing and executing customer feedback surveys to improve service quality
• Champion a culture of continuous improvement, actively seeking feedback and proposing initiatives to enhance customer experienc