Customer Service & Logistics Specialist

‎3823 Upjohn Export B.V. (Saudi Arabia)
At VIATRIS, we see healthcare not as it is but as it should be. We act
courageously and are uniquely positioned to be a source of stability in a
world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via:

Access - Providing high quality trusted medicines regardless of geography or
circumstance;
Leadership - Advancing sustainable operations and innovative solutions to
improve patient health; and
Partnership - Leveraging our collective expertise to connect people to
products and services.

Every day, we rise to the challenge to make a difference and here's how the
Logistics Specialist, Saudi Arabia role will make an impact:
Key responsibilities for this role include:
Management of Customer Sales Orders from receipt until product delivery
through a streamlined and robust process flow (including required system set
up, preparation or coordination of required shipping documents, invoices,
credit notes, import/export permits, SAP system execution, etc.) within the
agreed performance standards, in a well-planned, secure, cost efficient and
compliant manner and logistics operations with LSP in Saudi Arabia (inventory
management in SAP system, returns, destruction, transportation management,
insurance claims, budget and variance analysis).
Key interfaces:
* Institutional Customers and Distributors/Agents
* Logistics Service Providers (LSP) and Suppliers
* Government Authorities (Customs, Ministry of Health, Hospitals, as required)
* Intercompany Operations Customer Service team
* Demand & Supply colleagues
* Logistics colleagues
* Pricing / Finance / Global Financial Services
* Commercial business leaders
* Key Account Managers
* Regulatory and Quality colleagues
* Global Trade Controls & Compliance team
* Other internal & external stakeholders as required.
Customer Service Operations:
* Maintain good communication and manage relationships with internal stakeholders (e.g. pricing, finance, commercial, intercompany operations, demand & supply, regulatory and quality) to ensure processes are designed and executed to meet internal compliance requirements and business needs in the most efficient and effective manner
* Receiving sales orders from customers including acknowledgement and input on SAP or through Viatris interface tool
* Processing of orders in a timely and efficient manner
* Ensure on-time delivery to customers and proactive communication of expected delivery dates.
* Updates & follow up on order status & shipping details for the weekly revenue estimates.
* Identification of potential issues impacting on-time delivery to customers, development and implementation of necessary preventive and corrective actions
* Proper invoicing in line with Viatris policies and revenue recognition rules
* Responsible for timely and accurate coordination of all documents for importation and customs clearance including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document) and traceability of documentation (system and physical)
* Receipt of, acknowledgement and response to customer complaints; recording and tracking of complaints by market
* Managing claims by doing proper investigation and get into the accrual process.
* Verify, record and track penalty related claims from customers
* Verify, record and track Debit Notes for Clearance and Delivery at destination
* Issue, record and track undertakings to customers for low remaining shelf life products
* Identify, record and track exception costs resulting in the order to delivery process (urgent shipments, overtime, cancellation, etc)
* Interface with Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, minimal penalty on customer orders
* Price book set up and bank documentation where necessary
Logistics Operations:
* Support logistics budget preparation, actual spend and variance analysis
* Maintaining master data set-up in SAP system especially for the new product launches so that inbound/outbound operations can resume
* Creating destruction shipment orders in SAP and interfacing this to LSP while coordinating with the 3rd party destruction company
* Identification of potential issues impacting inbound / outbound and inventory management activities, development and implementation of necessary preventive and corrective actions
* Improvement of logistics, transportation, and obsolescence costs
* Proper logistics and inventory management in compliance with Good Distribution Practices (GDP) and Viatris standards in logistics, customs, trade, security, cold chain, controlled substances, EH&S, quality and serialization as well as any applicable laws and regulations (Local, US or International)
* Responsible for timely and accurate coordination of all documents for inventory (receiving, returns, inventory reconciliation, cycle counts, adjustments, destruction), importation and traceability of documentation (system and physical)
* SAP subject matter expert on inventory management, LSP interface direct procurement and order to cash processes
* Provide support to other Customer Service and Logistics colleagues in Middle East region as back-up while on leave and when necessary related market deliverables
Operational Excellence:
* Ensure all processes are executed aligned with Standard Operating Procedures (SOP), process flows, lead times and RACI chart
* Drive ongoing process improvement & efficiency for all customer service operations in collaboration with internal stakeholders and customers
* Optimize documentation and streamline processes across operations and quality (eliminating document duplication, improve archival, enhance digital documentation where possible)
* Look for opportunities to reduce / avoid costs and reduce lead time to improve the efficiency for delivery of product to customers.
The minimum qualifications for this role are:
* ‎5+ years of experience required in Customer Service and import operations in a multinational organization and/ or pharmaceutical or FMCG industry in the Middle East region
* Bachelor's degree required (degree or certification in supply chain and logistics preferred)
* Working experience with SAP ERP system is required
* PC skills (Windows, Microsoft Office, Word, Excel and PowerPoint)
* Incumbent must be fluent both written and verbally in English
Essential Personal Qualifications
* Organizing and Planning
* Customer Focus
* Attention to Details
* Communication Skills
* Ownership and Teamwork
* Proven ability to work in a complex matrix organization with issue resolution skills.
* Project Management skills - to manage multiple projects and competing priorities.
At Viatris, we offer competitive salaries, benefits and an inclusive
environment where you can use your experiences, perspectives and skills to
help make an impact on the lives of others.
Viatris is an Equal Opportunity Employer.