Associate Director Customer Services

Job Title: Associate Director Customer Services
Contract Type: Contract
Location: Dublin
REF: 123041
Contact Name: Laurentina Kennedy
Contact Email:
Job Published: almost 5 years ago

Job Description

Associate Director Customer Services
Our client is a specialty pharmaceutical company focused on providing therapies to patients with rare diseases. Their seasoned management team has a broad range of experience in commercialisation, acquisition, licensing, formulation and product development.
Six Month Fixed term contract role


Contract initiation - work with Business Development and Commercial Operations to negotiate and implement contracts with new International (non-US) customers
Contract management - 'monitoring' performance relative to agreed contractual terms, identifying non-conformances, and then implementing the necessary communications/plans for corrections
Customer forecasts - work with customers and internal stakeholders to gather and understand rolling forecasts according to contractual requirements
Order to Cash - First point of customer contact for all orders/shipments for Canada and International (non-US) customers. This includes shipment of samples required for import licenses, etc.
Coordinate shipments directly with the customers - confirm ship dates, work with the internal 3PL partner to arrange shipments, create shipping documentation (Packing list, Commercial Invoice, etc.), send customer commercial shipment documents on the day of shipment.
Work with supply chain (internal and external) to coordinate shipment schedule based on forecasted and firm orders received from customers (role could be responsible for forecasting as well).
Coordinate with QA, QC, RA, and Logistics to complete the necessary documentation in order to ensure on-time delivery of shipments
Support accounts receivable activity for International customers
Answer and respond appropriately to inquiries, complaints, and orders and able to resolve in a professional manner
Willing to support other projects and tasks as assigned.

Requirements and Experience
5yrs + experience of leading/managing international customer service business
Hands-on - able to process transactions but still able to engage with senior stakeholders internal and externals with equal ease
Self-starter who takes ownership of all tasks, opportunities, and issues that arise
Commercially aware and understand your role as part of the wider business.
Due to the location of international customers, working overtime may be required and/or expected.
Excellent verbal and written communication as well as listening skills.
Pharmaceutical industry experience preferred

For further information on this Associate Director Customer Services position please contact Laurentina Kennedy at The RFT Group on 01 2302400 / Check out all our open jobs on our Recruitment website:
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