Job Title

The role at a glanceThe main role of the Customer Service Coordinator is to ensure the distribution of productstowards customers globally, notably in terms of order inflow, processing and picking documentation. In doing so, the position holder is expected to work innovatively and collaborate within Global Supply Chain (Warehouses, Logistics or Planning) as well as across functions (Finance, Sales Key Account Managers, IT, etc.). The Customer Service Coordinator is part of Global Customer Service (also known as Global order management) and is responsible for order-to-cash processes (order handling, invoicing, and credit notes) primarily for Site Taizhou, Copenhagen, Budapest or Contract Manufacturing Organizations (CMO) locations.Your impactCreate and maintain customer Master Data in E1 (JD Edwards, Xellia used ERP system) and Salesforce:Populate adequate information in designated fields across both platforms.Process daily orders and subsequent controls in E1:Verify customer number, price, currency, payment terms, Incoterms, item number and quantity.Send order confirmations within 48 hours and subsequent Acknowledgement of Order (AoO).Manage claims and handle returns (e.g., Credit Notes).Support QA teams with regards to deviations, corrective, and preventive actions, change requests and other investigations.Issue credit notes pertaining to price adjustments and contract rebates.Follow-up on customer satisfaction.Archive order process documentation.Attend recurrent meetings (e.g., Key Account Management Customers, Launches or SiOP) where relevant to coordinate and follow-up on supply and ship dates, orders, etc.Communicate picking instructions to shipping Warehouses:Create pick-slip pack relevant for either FDF or API orders to be used by Warehouse operators during packaging of each order.Generate standard E1 product labels for each API order.Handle reporting for area of responsibility:On-Time In-Full (OTIF) indicator within area of responsibility (reason codes and updates on late deliveries).Comment on revenue and OTIF risks in ICE LeanImprove processes:Contribute to training, development and enhancement activities.Participate to projects and other corporate initiatives when relevant.Ensure application of and adherence to Xellia’s Good Distribution Practice (GDP).Promote internal knowledge sharing within the department.What do we expect you to bring? We are looking for a detail-oriented and reliable Customer Service Coordinator with a strong foundation in order-to-cash processes and a proven ability to manage customer inquiries and service requests efficiently.We expect you’ll have:A bachelor’s degree in logistics, production, supply chain, life sciences or any other relevant field from a well-recognized institution is required.Five (5) years of Customer Service experience including order-to-cash processes (order handling, invoicing and credit notes, Purchase Orders towards external vendors) and ERP Systems (e.g. Oracle JD Edwards).Ability to work on offshored processes as part of a Global Business Services (GBS) Hub organization.Acquaintance with the Pharmaceutical or Fast-Moving Consumer Goods (FMCG) industries, including but not limited to Good Distribution Practice (GDP) requirements.Stakeholder management and high collaboration skills across cultures.Analytical and structured mindset at ease with data handling and process adherence.Highly accountable towards the quality and timelines of the assigned deliverablesFluent in English, with good communication skillsThis is an exciting opportunity for a detail-oriented, collaborative customer service professional to make a measurable impact within a dynamic, purpose-driven organization. Join us in Bengaluru to take on a career-defining role as a Customer Service Coordinator with Xellia Pharmaceuticals.