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Customer Care Associate

  • Job reference: 930270
  • Location: Dublin South, Dublin
  • Salary: Negotiable
  • Job type: Contract
  • Sector: Administration, Life Sciences
  • Date posted: 30/03/2020

Orion Group Life Sciences are looking for a Customer Care Associate for our Multinational Pharmaceutical client based in the South Dublin Area on an initial 12 month contract with the potential to extend.

Fluency in Italian is required.


Job Purpose

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
Ensures compliance with SOX & GMP regulations

Main Responsibilities of the role
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 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.

Ensures knowledge of GMP/GDP and job related training is up to date.
Handles and resolves service/transport issues (including track & trace)
Provides departmental support upon request
Identifies and initiates process improvements
Provides input for the monthly (country) KPIs.

Desired Experience and Background of the successful candidate
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 Fluent/excellent level language required in the team.

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

For more information on this role, call Kate O Sullivan on +353 212063412 or email kate.osullivan@orioneng.com for a completely confidential chat about this role and other opportunities using the reference number: 930270


Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.