Job Description

Role Overview:

The Customer Service Advisor is responsible for managing the full lifecycle of customer orders -- from order processing through to successful delivery -- ensuring an efficient, accurate, and professional customer experience. This role requires close collaboration with sales, logistics, finance, and quality assurance teams to meet business objectives and compliance standards.

Key Responsibilities:

Order Management & Customer Support

Process and enter customer orders accurately into SAP, ensuring timely order confirmation. Communicate clearly and promptly with customers via phone and email, addressing order queries and resolving issues professionally. Coordinate with sales teams to apply product rationing strategies as needed. Schedule and confirm delivery booking slots with customers to enable timely invoicing and dispatch. Create new customer profiles in the system promptly, ensuring all billing and shipping details are accurate and up to date.
Third-Party Logistics (3PL) Coordination

Monitor unshipped orders daily and proactively resolve any logistical issues with 3PL partners to prevent shipment delays. Allocate stock batches based on the FEFO principle to minimize product expiry and reduce write-offs.
SAP System Responsibilities

Manage sales orders and dispatch activities, ensuring correct batch allocation and order fulfilment. Handle backorder management to maintain customer satisfaction and supply continuity. Perform batch audits regularly to ensure accuracy of stock records. Monitor ZUKEDI system for order processing failures, investigate causes, and escalate as necessary.
Claims and Finance Collaboration

Investigate and document customer claims thoroughly, preparing necessary paperwork for approvals and credits. Collaborate with the finance team to resolve invoice queries, process off-contract claims, and support statutory audit requirements. Maintain up-to-date records of customer credit limits and provide relevant reports.
Quality Assurance Support

Assist in managing customer complaints by forwarding relevant information to the QA team promptly. Support customer requalification processes to maintain compliance and data integrity within SAP. Monitor and act on Customer Validity Reports (DDIC) to ensure timely completion of qualifications.
Skills and Qualifications:

Proven experience in customer service or order management, preferably within pharmaceutical or related industries. Proficiency in SAP and Microsoft Office applications. Strong communication and problem-solving skills with attention to detail. Ability to multitask and collaborate effectively across teams. Commitment to maintaining compliance and supporting quality standards.

Interested candidates are invited to submit their CVs to the Human Resources department at : hr-uk@stridespharma.co.uk

Job Types: Full-time, Permanent

Pay: 25,000.00-30,000.00 per year

Benefits:

On-site parking
Experience:

pharmaceutical: 1 year (preferred) SAP: 1 year (required)
Location:

Rickmansworth WD3 1RE (preferred)
Work Location: In person

Reference ID: CSA