Customer Support Specialist
Company & Role Description
Founded in 2002, Tanner Pharma Group, TPG, is a specialty service provider in the biopharmaceutical industry focused on improving patient access to medicines on a global basis. Tanner Pharma offers its biopharmaceutical partners a portfolio of four distinct service offerings that span the product lifecycle from clinical development to commercialization. With its global headquarters in Charlotte, North Carolina and offices in the United Kingdom, Switzerland and Ireland, Tanner Pharma is in a phase of rapid growth.
As a Customer Support Specialist, you are responsible for managing the complete order lifecycle for pharmacy accounts, ensuring accuracy, compliance, and timely delivery. This role serves as the primary point of contact for customers, coordinates with logistics and internal teams, and upholds the highest standards of customer service and regulatory compliance.
Role Accountabilities
Expected Responsibilities for the Customer Support Specialist are:
Major Objectives:
- Acknowledge 100% of pharmacy requests and issue proforma invoices within 1 business day, once all import documentation is received.
- Maintain on-time delivery performance by coordinating effectively with logistics and tracking shipments through Proof of Delivery.
- Provide exceptional customer service by proactively communicating order status and resolving issues promptly.
- Ensure compliance with country level import regulations and internal quality standards through accurate documentation and process adherence.
- Support business growth by onboarding new accounts efficiently and ensuring smooth ordering experiences.
Key Responsibilities:
Order Processing & Accuracy
- Serve as the primary contact for pharmacy account orders.
- Process orders, proformas, and quotes in ERP systems with precision and compliance.
- Issue proforma invoices within one business day of order receipt.
Logistics Coordination
- Liaise with Tanner Logistics to arrange shipments and ensure all required documentation is complete.
- Track deliveries, confirm Proof of Delivery, and close out shipping tasks promptly.
Customer Communication & Support
- Proactively update customers on order status, delays, and product availability.
- Assist with onboarding new accounts and train customers on ordering procedures.
- Provide timely responses to calls, emails, and faxes.
Documentation & Compliance
- Review and validate import documentation (e.g., NOIs, CoAs, packing lists) and escalate discrepancies.
- Prepare and monitor Notices of Importation (NOIs) for UK imports.
- Maintain accurate records in CRM and ensure compliance with regulatory and quality standards.
Cross-Functional Collaboration
- Work closely with logistics, quality assurance, and internal teams to resolve issues and meet customer needs.
- Set up new customer and vendor accounts in the system.
This job might be for you if you have demonstrated strength and success in the following areas:
- Communication and Listening Skills: Ability to effectively convey information and actively listen to partners’ needs.
- Relationship Building and Management: Developing trust and long-lasting relationships with partners
- Analytical and Performance Measurement: Proficiency in analyzing partnership performance and market opportunities.
- Problem-Solving Skills: Addressing challenges and adapting strategies to evolving partner needs and market conditions.
- Adaptability: Being flexible and responsive to the changing business landscape and partner requirements
- Project Management: Developing project plans and coordinating resources for successful execution
- Interpersonal Skills: Engaging effectively with people one-on-one and in groups
You should meet the following criteria to apply:
Required
- Excellent verbal and written communication skills in English
- Order Processing Experience
- Knowledge of Microsoft Excel, PowerPoint, Outlook and Word subject to testing
- Ability to reach, bend, stoop and lift up to 45 pounds
- Excellent interpersonal skills
- Excellent Customer Service skills
- Demonstrated organizational and prioritization skills
- Demonstrated ability to work in a team-based environment
- Demonstrated aptitude to take initiative, set goals and make a plan for reaching them
Preferred
- Other Language proficiency
Compensation & Benefits
- Salary commensurate with experience
- Pension scheme
- Private health insurance
- Attractive performance incentive plan
- Vacation, Volunteer and paid sick leave
Tanner Pharma Group’s Core Values: Everything we do at Tanner Pharma Group is dictated by our values. We take them very seriously, and we're proud of this unwavering commitment.
Check out http://www.tannerpharma.comto view our core values and learn more about our company.
Candidates may be required to organize reference calls upon request. Confidentiality will be respected. Additionally, Pre-employment drug and background screening will be required.
Tanner Pharma Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
Job Type: Full-time
Pay: £24,000.00-£28,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- On-site parking
Language:
- any other language besides English (preferred)
Work Location: In person
