Customer Service Officer

Mylan B.V. Viatris is a global healthcare company uniquely positioned to bridge the traditional divide between generics and brands, combining the best of both to more holistically address healthcare needs globally. With a mission to empower people worldwide to live healthier at every stage of life, we provide access at scale, currently supplying high-quality medicines to approximately 1 billion patients around the world annually and touching all of life's moments, from birth to the end of life, acute conditions to chronic diseases.

We have been included on number of award lists that demonstrate the impact we are making.

This posting supports ongoing hiring needs and may be used to consider candidates for upcoming opportunities.

Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas. We are committed to helping create healthier communities worldwide through education, outreach and better access to treatment.

For those driven to live their lives with purpose, Viatris helps employees realise their full potential by creating a collaborative culture that fosters courage and resilience. Viatris is more than just a place to work. This is a place to make a difference in the world.

The Role & What You Will Be Doing

We are looking for a proactive and customer-focused Customer Service Officer to join our team. In this role, you will play a key part in ensuring excellent customer service, efficient order management, and smooth coordination across internal and external stakeholders.

Every day, we rise to the challenge to make a difference and here’s how the Customer Service Officer role will make an impact:

• Process and manage incoming customer orders accurately and efficiently to maintain high service levels.
• Review order patterns and identify unusual order volumes or frequencies, escalating concerns when necessary.
• Handle complex orders and provide support and guidance to colleagues on order-related issues.
• Monitor demand fluctuations and collaborate with Sales, Supply Chain, and management to support demand planning activities.
• Manage and track back orders, ensuring timely updates and proactive communication regarding product availability.
• Coordinate with Supply Chain and Quality teams to support the release and availability of incoming goods.
• Prepare and maintain regular reports for health insurers regarding product availability and tender performance.
• Support shortage management activities by identifying alternative solutions and coordinating with internal and external stakeholders.
• Monitor and troubleshoot EDI order flow issues, working with customers and internal teams to resolve problems quickly.
• Process customer orders manually when required and ensure business continuity during system disruptions.
• Act as the SAP superuser for the Dutch organization, supporting system maintenance, troubleshooting, and issue escalation.
• Deliver SAP training, maintain user access, and support colleagues to ensure efficient and compliant use of the system.

About Your Skills & Experience

For this role, we’re looking for a candidate who has an effective combination of the following qualifications, skills and experiences:

• Higher Vocational Education (HBO) degree, preferably in a Commercial, Business, or related field.
• Minimum of 3 years' experience within the pharmaceutical industry, including at least 2 years in a similar customer service, supply chain, or operational role.
• Strong project management and business analysis skills.
• Experience working in an international and cross-functional environment is an advantage.
• Fluent in Dutch and English, with excellent verbal and written communication skills.
• Strong analytical skills with the ability to translate business needs into practical recommendations and solutio