Shire Customer Service Specialist in Berlin, Germany

Location: Berlin - Germany

Full Time, Permanent

CUSTOMER SERVICE SPECIALIST

The Customer Service Specialist, reporting to the Head of Supply Chain DACH, will coordinate all the relevant activities related to 3PL/4PL customer order management including i.e. call center (when relevant), EDI and manually processed order management, customer account set up, preparation of shipment documentation, shipment, credit/debit notes, customer enquiries, complaints, pricing, invoicing (when relevant) and customer data base update.

The Customer Service Specialist will work within agreed policies and procedures to maintain supply of Shire products for customers, liaise with the 3PL/4PL and provide customer service for these products.

This individual will be responsible for the timely completion of goals and objectives.

RESPONSIBILITIES

  • 60 % of the time: Manage through 4PL or directly the receipt and processing of Customer Orders to ensure reliable supply of product to customer.

  • 20% of the time: Consignment Center management, returns, claims

  • 15% of the time: Working with Cluster Supply Chain to ensure uninterrupted supply of product to Cluster

  • 10% of the time: Business support and specific project assignments

  • 5% of the time: reporting, monitoring and control

EDUCATION & EXPERIENCE REQUIREMENTS

Essential:

  • Excellent knowledge of Customer Service and/or Supply Chain environments

  • Experience of delivering quality service to customer in a complaint environment

  • Effective written and oral communication skills in German and English

Desired:

  • 3 years of progressive experience in various customer service or supply chain roles within the Pharmaceutical or Healthcare industry

  • Knowledge of ERP systems including packages relating to Customer Order processing and Supply Chain management (i.e. SAP, JDE, Siebel)

  • Knowledge of different aspects of regulatory compliance that impact a pharmaceutical supply chain. This can include but is not limited to GxP considerations and controlled substance regulations.

KEY SKILLS, COMPETENCIES & ABILITIES

Shire expects all employees to embody the following Leadership Behaviors:

  • Be Positive

  • Be Accountable

  • Be Results Oriented

  • Be An Excellent Manager of Self and Others

Further skills, abilities and competencies required are:

  • Be Customer oriented

  • Create, promote and maintain a good team spirit and a high level of motivation

  • Compliance with internal procedures and country specific regulations and requirements

  • Ensure good interaction and consistency in terms of best practice, systems and processes, exists between the different components and locations of the Customer Service organization.

  • Provide open and collaborative ways of working to support various functional and/or departmental initiatives evaluating major issues and removing or reducing the risk from obstacles/variables that may arise.

  • Support implementation of Continuous Improvement initiatives (including Lean Sigma/Operational Excellence).

COMPLEXITY & PROBLEM SOLVING

  • Ability to manage Customer Order Processing for the Cluster with 100% accuracy; and meet simultaneously, the Cluster, Business Unit, Commercial and Tech Ops goals. Specific challenges and complexities revolve around balancing service, schedule compliance, productivity / cost objectives due to constraints, QA issues, change controls, projects, etc.

  • Ability to manage emergency situations (i.e backorders, supply issues)

  • Balance the requirements of Compliance (Corporate, Financial, Quality, Taxation and Global Trade) to achieve a sustainable and scalable Customer Support.

  • Deal with ambiguity through appropriate risk mitigation

INTERNAL & EXTERNAL CONTACTS

Primary Internal Contacts:

There is significant contact with many different functions within Shire. The Customer Service Specialist will be required to manage several different Customers at one given time; will specifically need to grow relationships with internal Cluster customers and align on critical timelines with Shire IT, Finance and other functional Tech Ops leads to ensure business activities are being managed accordingly

Primary External Contacts:

Externally, occasional interaction will occur with Shire employed IT consultants, 3PL/4PL and other providers. The management of external contacts will require strong influential skills due to a strong need for all external contacts to be fully engaged and bought into the process.

Excellent communication skills including presenting to individuals at different seniority levels are a must.

This position may include national/international travel on limited basis to ensure the required systems and processes are integrated or implemented.

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.