Customer Service and Supply Chain Assistant

We are looking for a Customer Service and Supply Chain Coordinator to join Octapharma Limited to help support our UK and Ireland operations function. The position is an office based position located at our central Manchester office. The role provides a competitive salary and an excellent benefits package.

Our Company

Octapharma Limited is a subsidiary of Octapharma AG, a global, R&D focused bio-pharmaceutical business specialising in plasma protein fractionation and recombinant product technology. Octapharma AG is well established as one of the worlds leading plasma fractionators and employs over 11000 people and operates in over 100 countries.

Octapharma Limited is aligned to Octapharma AG and our medicines are used in the acute disease areas of bleed management and transfusion medicine as well as the chronic disease areas of congenital bleeding disorders, immunodeficiencies and immunomodulation. In addition, we are expanding supply of our plasma proteins into the industrial business sector.

In the UK and Ireland we supply licensed medicines to NHS hospitals and the private sector. Adherence to NHS contract terms and conditions is important. Octapharma work with a third-party distribution partner and therefore operate as a virtual wholesaler. Managing partners is critical and effective working relationships need to be maintained and evolved.

In addition, Octapharma Limited supply plasma proteins to a growing industrial business sector. This is a different model to the NHS and private sector medicines supply chain and requires collaboration with corporate teams along with an additional customer base.

All products are manufactured in Europe and require full import paperwork and batch release which is completed by the operations team.

The Role

Based in the Octapharma office in central Manchester, the Customer Service and Supply Chain Coordinator will support the operations team in processing orders and ensuring efficient supply chain operations. This position is crucial for maintaining smooth and accurate order fulfilment, enhancing customer satisfaction, and supporting the overall supply chain process. The role involves a variety of tasks, including order processing, customer communication, documentation management, returns handling, and assisting in supply chain activities.

The supply chain and customer service functions are at the heart of the business. Octapharma places great emphasis on achieving and maintaining good distribution practice (GDP) ensuring patients and clinicians have full access to medicines via a robust and accurate supply chain.

The role is five days a week, Monday to Friday, operational hours are 8.30am till 5.00pm. Octapharma operate some flexibility around working hours, however there is a requirement for this role to work on the customer service team rota to ensure operational hours are always covered.

Duties and Responsibilities

Order Processing:

• Accurately enter and verify customer orders (trade and industrial use) in the system.
• Ensure timely and correct order fulfilment.

Customer Communication:

• Handle customer enquiries and complaints professionally.
• Provide timely updates to customers regarding their orders.
• Resolve issues to enhance customer satisfaction and maintain positive relationships.

Documentation:

• Generate and manage documentation such as invoices.
• Ensure all documentation is accurate and up-to-date.
• Maintain organised records for easy retrieval and reference.

Returns Management:

• Process returns and exchanges efficiently.
• Update inventory records to reflect returned items.

Support Supply Chain Activities:

• Assist in various supply chain activities to ensure the safe and timely arrival of products.
• Monitor inventory levels and assist in inventory management.
• Ensure compliance with company policies and relevant regulations.

Ideal Candidate

The role would suit anyone who has experience in Customer services and wants to develop their career within this area and learn about supply chain. Additional requirements:

• Educated to A level standard or equivalent
• Good customer service skills
• Attention to detail
• Excellent communication skills
• IT systems (SAP, Excel, EQMS)

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