Sr. Associate Customer Service

SUMMARY The Sr. Associate Customer Service is accountable for the end - to - end reliability and performance of Customer Service and Order - to - Cash (O2C) operations across assigned markets, ensuring on  time, compliant, and accurate product delivery. Operating at a country and regional coordination level, the role acts as a senior operational owner and subject  matter expert, leading cross - functional coordination with Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial, Medical and Category teams. Beyond operational ownership, the Sr. Associate leads and contributes to strategic and cross ‑ functional projects, including process transformation, tender management frameworks, digital and system enhancements, compliance strengthening, and service performance improvement initiatives. This role combines high operational accountability with project leadership, offering candidates the opportunity to drive tangible business impact, influence transformation, and shape Customer Service and O2C practices in a complex, regulated environment.

RESPONSIBILITIES Own end‑to‑end Customer Service and O2C execution Accountable for the full lifecycle of customer orders, including tender and institutional flows, ensuring alignment between customer commitments, supply capabilities, financial controls, and regulatory requirements. Lead cross‑functional coordination and decision‑making Act as the primary operational interface across Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial, and Category teams, driving resolution of complex issues and escalations. Manage and mitigate operational, financial, and compliance risks Proactively identify risks related to availability, tenders, pricing, payments, quality, or regulatory constraints, and lead mitigation and recovery actions. Lead Customer Service and O2C transformation projects Lead or co‑lead cross‑functional projects and workstreams (process redesign, tender management frameworks, system/digital enhancements, compliance strengthening), ensuring delivery of sustainable improvements. Govern service performance and continuous improvement Monitor Customer Service KPIs and Service Level performance, analyze trends, and drive corrective and preventive actions to improve reliability and customer satisfaction. Ensure compliance, audit readiness, and governance Act as Customer Service/O2C focal point for audits and governance forums, ensuring adherence to internal controls, cGMP, export regulations, and pricing policies. Provide senior expertise and capability building Serve as a senior subject‑matter expert for Customer Service and O2C processes, providing functional guidance, mentoring, and ensuring business continuity and effective backup.

Bachelor’s degree in Business Administration, Supply Chain, Engineering, Life Sciences, or equivalent. 3–5+ years of progressively responsible experience in Customer Service, Order Management, O2C, or Supply Chain within a pharmaceutical or highly regulated industry. Strong working knowledge of SAP / ERP systems, including end‑to‑end O2C flows (order types, pricing, credit management, invoicing, returns). Demonstrated experience managing complex order flows, including tender and institutional customers. Strong understanding ofO2C internal controls, compliance requirements, export regulations, cGMP, and SOX principles. Proven ability to coordinate cross‑functional stakeholders (Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial). Experience supporting or leading operational projects impacting Customer Service, O2C, or Supply Chain performance. Strong analytical skills and ability to translate data into operational actions. Proficiency in Microsoft Office tools (advanced Excel, PowerPoint for reporting and project communication).

Experience leading or co‑leading cross‑functional projects