Customer Service

3823 Upjohn Export B.V. (Saudi Arabia)

At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via:
Access - Providing high quality trusted medicines regardless of geography or circumstance;
Leadership - Advancing sustainable operations and innovative solutions to improve patient health; and

Partnership - Leveraging our collective expertise to connect people to products and services.

Every day, we rise to the challenge to make a difference and here’s how the Logistics Specialist, Saudi Arabia role will make an impact:
Key responsibilities for this role include:
Management of Customer Sales Orders from receipt until product delivery through a streamlined and robust process flow (including required system set up, preparation or coordination of required shipping documents, invoices, credit notes, import/export permits, SAP system execution, etc.) within the agreed performance standards, in a well-planned, secure, cost efficient and compliant manner and logistics operations with LSP in Saudi Arabia (inventory management in SAP system, returns, destruction, transportation management, insurance claims, budget and variance analysis).

Key interfaces:

- Institutional Customers and Distributors/Agents
- Logistics Service Providers (LSP) and Suppliers
- Government Authorities (Customs, Ministry of Health, Hospitals, as required)
- Intercompany Operations Customer Service team
- Demand & Supply colleagues
- Logistics colleagues
- Pricing / Finance / Global Financial Services
- Commercial business leaders
- Key Account Managers
- Regulatory and Quality colleagues
- Global Trade Controls & Compliance team
- Other internal & external stakeholders as required.

Customer Service Operations:

- Maintain good communication and manage relationships with internal stakeholders (e.g. pricing, finance, commercial, intercompany operations, demand & supply, regulatory and quality) to ensure processes are designed and executed to meet internal compliance requirements and business needs in the most efficient and effective manner
- Receiving sales orders from customers including acknowledgement and input on SAP or through Viatris interface tool
- Processing of orders in a timely and efficient manner
- Ensure on-time delivery to customers and proactive communication of expected delivery dates.
- Updates & follow up on order status & shipping details for the weekly revenue estimates.
- Identification of potential issues impacting on-time delivery to customers, development and implementation of necessary preventive and corrective actions
- Proper invoicing in line with Viatris policies and revenue recognition rules
- Responsible for timely and accurate coordination of all documents for importation and customs clearance including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document) and traceability of documentation (system and physical)
- Receipt of, acknowledgement and response to customer complaints; recording and tracking of complaints by market
- Managing claims by doing proper investigation and get into the accrual process.
- Verify, record and track penalty related claims from customers
- Verify, record and track Debit Notes for Clearance and Delivery at destination
- Issue, record and track undertakings to customers for low remaining shelf life products
- Identify, record and track exception costs resulting in the order to delivery process (urgent shipments, overtime, cancellation, etc)
- Interface with Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, mínimal penalty on customer orders
- Price book set up and bank documentation where necessary

Logistics Operations:

- Support logistics budget preparation, actual spend and variance analysis
- Maintaining master data set-up in SAP system especially for the new product launches so that inbound/outbound operations can resume
- Creating destruction shipment orders in SAP and interfacing this to LSP while coordinating with the 3rd party destruction company
- Identification of potential issues impacting inbound / outbound and inventory management activities, development and implementation of necessary preventive and corrective actions
- Improvement of logistics, transportation, and obsolescence costs
- Proper logistics and inventory management in compliance with Good Distribution Practices (GDP) and Viatris standards in logistics, customs, trade, security, cold chain, controlled substances, EH&S, quality and serialization as well as any applicable laws and regulations (Local, US or International)
- Responsible for timely and accurate coordination of all documents for inventory (receiving, returns, invent