Senior Associate – Customer Service & Order-to-Cash

About the role

The Senior Associate Customer Service is responsible for the end‑to‑end reliability and performance of Customer Service and Order‑to‑Cash (O2C) operations across assigned markets. You will act as the senior operational owner, coordinating with Supply, Planning, Finance, Quality, Regulatory, Logistics, Commercial and Category teams to ensure on‑time, compliant, and accurate product delivery.

Key responsibilities

• Own the full lifecycle of customer orders, including tender and institutional flows, aligning customer commitments with supply capabilities and regulatory requirements.
• Lead cross‑functional coordination and decision‑making, serving as the primary operational interface for issue resolution and escalations.
• Identify, mitigate, and recover from operational, financial and compliance risks related to availability, pricing, payments, quality or regulations.
• Lead or co‑lead transformation projects such as process redesign, tender management frameworks, digital enhancements and compliance strengthening.
• Monitor Customer Service KPIs and Service Level performance, analyse trends and drive corrective actions.
• Act as focal point for audits and governance forums, ensuring adherence to internal controls, cGMP, export regulations and pricing policies.
• Provide senior subject‑matter expertise, mentoring and capability building to ensure business continuity.

Required profile

• 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, preferably within the pharmaceutical sector.

Required skills