Description
The Client Services Officer is responsible for supporting the company's smaller and lower value wholesaler, distributor and other customer accounts in consignment and MTO markets focusing on order processing, supply coordination, and day to day customer service rather than strategic account management or negotiation. The role ensures that purchase orders are processed accurately and on time, that supply issues are resolved quickly, and that lower priority markets receive consistent, reliable service without requiring the direct involvement of senior commercial staff.
Requirements
Qualifications
- Experience in customer services, order management, or logistics
- Pharma, medical device, or FMCG background is highly preferred.
- Technical Skills Strong MS Excel skills (VLOOKUPs, basic pivots for forecast analysis)
- and familiarity with order processing software such as NetSuite.
Experience
- Experience in a customer service, order management, or supply coordination role, ideally within pharmaceutical, healthcare, or another regulated industry
- Strong organisational skills and close attention to detail when processing orders and documentation
- Good working knowledge of purchase order processes and basic supply chain principles
- Confident communicator, comfortable managing a high volume of routine customer contact across multiple markets
- Ability to prioritise a varied workload across a large number of smaller accounts
- Familiarity with ERP or order management systems, such as NetSuite, is an advantage
- Degree level education is beneficial but not essential for this role
- Fluency in English required, with an additional language considered helpful given the international customer base
Competencies
- Customer focus: Builds trusted relationships with distributors and partners, responds promptly and manages expectations honestly, even when the news is not good.
- Attention to detail: Produces error free orders and documentation, recognising that small mistakes in pharma can have regulatory and patient consequences.
- Organisation and prioritisation: Manages a portfolio of smaller accounts efficiently, balancing volume with accuracy and meeting deadlines without close supervision.
- Communication: Clear and professional in writing and on calls, including with customers whose first language is not English.
- Collaboration: Works well with Supply Chain, Quality, Regulatory, Finance and Logistics colleagues, sharing information early and following up to closure.
- Problem solving: Investigates order issues, discrepancies or complaints methodically and proposes practical solutions.
- Adaptability and ownership: Comfortable in a small company environment where roles are broad, processes are evolving and initiative is valued
