Customer Service Officer

Come and Save Lives with Us!

SERB is a fast-growing specialty pharmaceutical company that equips healthcare providers worldwide with life-saving medicines for patients facing rare conditions and emergencies.

For over 30 years we have consistently provided emergency medicines, medical countermeasures, and the world’s leading portfolio of antidotes.

Today SERB has over 500 employees in 18 countries and group revenue in excess of €400m. With a strong presence in the US, Europe, and the Middle East, along with a global network of trusted distribution partners, we make a broad range of essential medicines available in over 100 countries.

Having the right culture is as important to us as having the right portfolio. We are guided by our four values:

• We make patients our priority
• We act with accountability and integrity
• We work together as one team        
• We look for better ways forward      

By expanding our reach through selective acquisitions and entering new markets, we’re not just supplying medicine; we’re improving the standard of care for more patients around the world.

Broad Overview 

As a Customer Service Officer, you will be responsible for providing high-quality customer service and order management support for UK, Ireland and international customers, ensuring that all orders, exports, imports and deliveries are processed accurately and in compliance with company procedures, GDP requirements and regulatory guidelines. 

You will act as a key link between customers, warehouses, logistics providers, Quality, Finance, Regulatory, Industrial, Pharmacovigilance and Commercial teams to ensure timely and compliant supply of products. 

Your main responsibilities include: 

• Anticipating, identifying and evaluating customer needs to deliver a consistently high level of customer satisfaction. 
• Building sustainable relationships of trust internally and externally through open and interactive communication. 
• Providing accurate, valid and complete information using the appropriate systems and tools. 
• Handling customer queries and complaints, providing appropriate solutions within agreed timelines and following up to ensure resolution. 
• Ensuring all KPIs, targets and deadlines are met. 
• Maintaining training records and ensuring all required SOPs, GDP and compliance training are completed. 
• Ensuring all work is performed in accordance with SOPs, GDP, Health & Safety and regulatory requirements. 
• Supporting collaboration between Customer Service teams in different locations (UK, Paris, Brussels). 

As Customer Service Officer, your responsibilities will include:  

Order Management 

• Receive, review and process customer orders received by email, phone or customer portals. 
• Ensure all orders are accurate and complete before entry into SAP / Sage. 
• Process orders in SAP / Sage and ensure correct pricing, batch allocation and delivery details. 
• Monitor customer portals and distributor agreements to maintain agreed stock levels. 
• Inform customers of stock issues, delays or supply constraints. 
• Ensure orders are allocated and dispatched on a FEFO basis (First Expired First Out). 
• Ensure orders are delivered within agreed lead times.

Export / Import / International Shipments 

• Process export orders from proforma stage to delivery confirmation. 
• Prepare export documentation including commercial invoices, packing lists, delivery notes and export declarations. 
• Apply for export licences, certificates of origin and other regulatory documents. 
• Coordinate shipments with freight forwarders, couriers and warehouses. 
• Manage import clearance processes including customs portals, CDS references and courier documentation. 
• Ensure compliance with post-Brexit export/import requirements for UK shipments. 
• Arrange insurance certificates and transport documentation when required. 
• Liaise with overseas customers to ensure all import requirements are met before shipment. 

Logistics & Warehouse Coordination 

• Liaise with third-party warehouses and logistics providers to ensure timely preparation and dispatch of goods. 
• Coordinate transport bookings, collections and deliveries with customers, couriers and warehouses. 
• Facilitate deliveries between EU warehouse locations and UK / Ireland distributors. 
• Monitor deliveries and follow up until proof of delivery and temperature data are received. 

Quality & Compliance Support 

• Liaise with Quality Assurance to ensure customer approval, bona fide checks and release documentation are completed. 
• Provide CoA, CoC and other quality documents to customers when required. 
• Ensure all shipments comply with GDP and regulatory requirements. 
• Record and forward medical or quality enquiries to the appropriate department.

Finance & Administration Support 

• Raise sales invoices, returns and credit notes. 
• Create purchase orders when required. 
• Support Finance with customer payments, credit limits, credit notes and invoice queries. 
• Provide sales or order reports when requested by Finance, Commercial or Management. 

Customer & Distributor Support 

• Support distributors, wholesalers, hospitals and international customers with orders and enquiries. 
• Maintain strong relationships with key customers and distribution partners. 
• Provide product, delivery and documentation information to customers. 
• Respond to customer enquiries within agreed timelines. 

Commercial Team Support 

• Alongside the Customer Service Manager, provide sales reports/analysis as required. 
• Share sales data and customer contact information to the KAMS 
• Respond to product queries from the Sales UK email boxes. 
• Customer Service Team Support 
• Provide backup support to other Customer Service team members when required. 
• Assist colleagues during absence or high workload periods. 
• Perform additional tasks as required to meet business needs. 

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.   

To be successful in this role, you should demonstrate 

• Professional and customer-focused attitude. 
• Strong organisational and time management skills. 
• Excellent communication skills. 
• Ability to manage multiple orders and priorities. 
• Experience in order processing and customer service. 
• Good knowledge of SAP, Sage or similar ERP systems. 
• Experience with export documentation and logistics coordination. 
• Ability to work with UK and international customers. 
• Ability to work in a regulated / pharmaceutical / GDP environment. 
• Knowledge of Incoterms, export processes and customs procedures is an advantage. 
• Ability to travel occasionally to other company locations (UK / Paris / Brussels). 
• Team player with proactive mindset. 
• Willingness to learn and develop new skills. 
• French language skills are an advantage but not essential. 

Serb Pharmaceuticals is an equal opportunity employer. We offer competitive compensation & benefit packages, challenging opportunities and a culture of working together in a supportive way built on our strong foundation of values.