KEY RESPONSIBILITIES
Order Management & Follow-up
* End-to-end management of the order lifecycle, ensuring accuracy of data, commercial terms and invoicing.
* Daily monitoring of order flows and proactive issue management.
* Cross-functional coordination with Supply Planning, Logistics, Finance, Sales and Marketing to ensure smooth execution.
Customer Communication & Service
* Main point of contact for customers regarding order status, deliveries and issues.
* Efficient handling of multi-channel requests (email/phone) and incident resolution.
* Support to Account Managers and management of customer onboarding in internal systems.
Incident Management
* Logging and follow-up of customer complaints and delivery issues.
* Coordination with warehouses and logistics providers to ensure timely resolution.
* Management of returns, replacements and communication of corrective actions.
Reporting & Continuous Improvement
* Update and maintenance of data in ERP and CRM systems.
* Preparation of performance reports (KPIs, OTIF, order quality, lead times).
* Participation in process optimization initiatives and support for new tool implementations.
UK Order-to-Cash Project
* Support in the implementation of the project while ensuring service continuity.
* Validation and update of the UK customer database.
* Coordination with the local UK team and occasional travel to London.
SELECTION REQUIREMENTS – ESSENTIAL (UK-SPECIFIC)
* Languages: English and Dutch.
* Residence: Long-term residence in Barcelona or surrounding areas.
* Strong customer service orientation with excellent interpersonal skills.
DESIRABLE REQUIREMENTS
* University degree in Business Administration, Supply Chain or a related field.
* Minimum of 2 years' experience in Customer Service, Order Management or Supply Chain support roles.
* Previous experience in multinational environments and/or the pharmaceutical sector will be a plus.
PERSONAL ATTRIBUTES & SKILLS
* Proactive, solution-oriented profile with a strong team spirit.
* High sense of responsibility and accountability.
* Ability to remain calm under pressure with strong problem-solving skills.
* Knowledge of Spanish will be valued.
* Solid understanding of the Order-to-Cash process.
* Proficiency in ERP systems (SAP, Oracle) and MS Office tools.
CONDITIONS
* Salary: €35,000 + 3% variable bonus (highly administrative role).
* Location: Office-based role in Barcelona.
* Remote work: 1.5 days per week.
* Office working hours.