Customer Service Specialist, Ksa

Sandoz is going through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. By creating a new and ambitious path, it will provide a unique opportunity for us all, both professionally and personally. Join us, the future is ours to shape

Responsible for managing, validating and processing customer orders in Saudi Arabia. Customer relationship management is key along with responding to their queries and solving their issues. Ensure the company SOPs are updated, implemented and executed.

This role is placed under Saudi Commercial Organization.

**Major accountabilities**:

- Manage the creation of all sales order, Delivery note, debit and credit notes for all business units (Tender, PVT and Marketplace).
- Clear customer claims and debit notes on timely basis.
- Responds to customer complaints regarding orders, changes, cancellation, delivery dates and pricing complaints.
- Help reduce aging orders and backorders.
- Ensure matching the sales order, distributor purchase order and end customer purchase order.
- Ensure to have a clear documenting for the sales documents (credit & debit) with an electronic archiving.
- Handle the destruction review and validation for Sandoz items at the distributor level.
- Support in the stock count activities.
- Ensure cross functional alignment with supply chain, logistics, marketing, finance and regulatory to handle customer inquiries and complaints.
- Ensure alignment on required orders with country organizations e.g. (Commercial and BPA,) and customers.
- Ensure the company SOP and QA guidelines are implemented.
- Return managing process and analysis.
- Participate in special projects as and when required by company (e.g. system sourcing of 3PL warehousing operations, optimizing supply model, product standardization, etc.)
- Process improvement: Support in improvement of SC processes and develop country Supply Chain Strategy according to STO Supply Chain Strategy.
- Maintain strong working relationships with all external & internal business partners, specially related to S&BP-partners Country Operations, BPA, DRA, QA, Sandoz Technical Operations, and Customers/Agents/Distributors

**Key performance indicators**:

- CSL
- Sales Order and return Processes
- % of executed orders

**Minimum Requirements**:
**Education **(minimum/desirable): Bachelor degree in a business discipline or engineering and supply chain management professional certificate

**Languages**:English and Arabic

**Work Experience**:

- **Experience**:1- 3 years’ experience in Supply chain Management, Materials Management / Logistics, Planning / procurement / Customer Service

NOTE: Job Location will be in Jeddah Saudi Arabia

**Technical / Professional Knowledge and Skills**:
Order Management: Orders validation and process, return management, Inventory Management

Project Management Project participation, order management processes, Project metrics

Behavioral Competencies: Effective Communication, Creativity and Innovation, Cultural Awareness, Flexibility, Initiative, Negotiation and Influence, Professional Development.

Leadership skills: Problem Solving and Decision Making, Teamwork, Accountability and Responsibility, Customer Focus (Internal & External), Planning & Organizing, Conflict Management, Enabling Technology, Managerial skills.

**Why Sandoz?**:
Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, touched the lives of almost 500 million patients last year and while we are proud of this achievement, we have an ambition to do more

With investments in new development capabilities, state-of-the-art production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

The future is ours to shape

Communication: Efficient communication with distributors and internal stakeholders.
- Computer Systems.
- Continual Improvement Process.
- General HSEKnowledge
- Manufacturing (Production).
- Master Data.
- Operations.
- Order Fulfillment.
- Order Management.
- Product Distribution.
- Sap Erp.
- Supply-Chain Management.
- Transportation.
- Warehouse Management.

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