Customer Service Executive

Details of the job responsibilities to be performed

• Ensuring seamless customer interactions, compliant order processing and timely communication between stakeholders. The ideal candidate will combine strong interpersonal skills with knowledge of pharmaceutical regulatory requirements.
• Manage customer queries and requests related to products, orders and deliveries.
• Collaborate cross‑functionally with Project Management, Sales, Business Development, Quality Assurance, Strategic Alliance and Procurement teams to ensure customer requirements are met.
• Process orders, transfers and invoicing in line with GDP (Good Distribution Practice) and Regulatory guidelines for the respective country.
• Monitor stock availability and liaise with Demand Planning to avoid shortages or delays.
• Utilize ERP systems, Power BI and Excel to track deliveries, maintain records, and support continuous improvements.
• Support product launch activities by ensuring customer communication aligns with supply readiness and regulatory timelines.
• Assist QA and Regulatory teams with complaint handling, customer setup and reconciliation of customer records.
• Escalate adverse events or product quality issues to the Pharmacovigilance/QA team as per MAH obligations.
• Manage hospital tenders and ensure continuity in supply by keeping appropriate trackers and timely follow up with concerned.
• Assist in New product Launch activities Globally.
• Contribute to continuous improvement initiatives across customer service processes.
• Take on other tasks as needed to support the company’s goals and foster a collaborative team environment