Customer Services & Office Assistant

Location: Crawley, West Sussex
Department: Commercial
Reporting to: UK Sales Manager
Contract: Full-time, Permanent

About Torrent Pharma UK

Torrent Pharma UK Ltd is a growing pharmaceutical company based in Crawley, West Sussex, and a wholly owned subsidiary of Torrent Pharmaceuticals Ltd, an established international pharmaceutical manufacturer.

We are committed to providing high-quality, affordable medicines across a wide range of therapeutic areas, combining the resources and expertise of a global pharmaceutical group with the collaborative working environment of a close-knit UK team.

As our business continues to grow, we are looking for talented, motivated individuals who share our commitment to quality, continuous improvement and making a positive contribution to healthcare.

The Opportunity

We are looking for an organised, proactive and customer-focused Customer Services & Office Assistant to join our Commercial team.

This role offers an excellent opportunity to develop your skills within a growing pharmaceutical business, supporting customer relationships, sales administration and the smooth day-to-day running of our office.

Working closely with our Sales Team, internal departments and external partners, you will help ensure that customer orders and enquiries are managed efficiently, while providing administrative and operational support across the business.

Key Responsibilities

Customer Service & Order Management

• Process incoming customer sales orders accurately and efficiently, ensuring customer and company expectations are met.
• Monitor and maintain customer back orders, providing regular updates on order progress and coordinating associated logistics.
• Manage customer enquiries and administrative requests, ensuring timely and professional responses.
• Build and maintain positive customer relationships, providing a consistently high standard of service.
• Communicate proactively with customers regarding stock availability, discrepancies and order-related issues.
• Coordinate new customer account applications, supporting the onboarding process and ensuring relevant documentation is completed accurately.

Customer Claims, Credits & Stock Management

• Log, investigate and coordinate the resolution of customer claims and credit requests, ensuring appropriate follow-up and communication.
• Liaise with internal departments, customers and third-party providers to resolve claims and discrepancies effectively.
• Ensure damaged stock is reported and processed in accordance with company Standard Operating Procedures (SOPs).
• Coordinate the return and receipt of stock, ensuring relevant procedures and documentation are followed.
• Support product recall activities, including the coordination of stock returns and associated administrative requirements.

Sales Administration & Reporting

• Prepare and maintain customer sales reports, providing accurate and timely information to the Sales Team.
• Support the preparation of customer price lists, market intelligence reports and customer meeting documentation.
• Assist with sales-related administrative activities, ensuring records and systems are maintained accurately.
• Support the raising and processing of purchase orders where required.
• Liaise with internal departments regarding stock availability, customer requirements and order fulfilment.
• Provide cover for designated Internal Sales Manager responsibilities during periods of absence, where appropriate.

Office Administration & Business Support

• Support the day-to-day coordination of office activities, helping to maintain an organised and efficient working environment.
• Assist with ordering and maintaining office supplies and resources.
• Support the organisation of company meetings, team events and other office activities.
• Assist with the preparation, review and maintenance of relevant SOPs and administrative documentation.
• Ensure activities are carried out in accordance with company policies, procedures and applicable regulatory requirements.
• Provide additional administrative support to the Commercial team and senior management as required.

What You'll Bring

Knowledge & Experience

• Previous experience in customer service, sales administration or a similar office-based role.
• Experience of processing customer orders, managing enquiries and maintaining accurate records.
• Good working knowledge of Microsoft Office, particularly Excel, Word and Outlook.
• Familiarity with order processing, inventory management or customer relationship management systems.
• An understanding of stock management, logistics and order fulfilment processes would be advantageous.
• Previous experience within the pharmaceutical industry or another regulated environment would be beneficial.
• Awareness of Good Manufacturing Practice (GMP) and Good Distribution Practice (GDP) requirements would be advantageous.

Skills & Personal Attributes

• Excellent communication and interpersonal skills, with a professional and customer-focused approach.
• Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
• Excellent attention to detail and a methodical, accurate approach to work.
• A proactive and positive attitude, with a willingness to take ownership of tasks and resolve issues.
• Ability to work independently while contributing positively to a team environment.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A flexible and adaptable approach to supporting different areas of the business.

Working at Torrent Pharma UK

Our work is guided by integrity, passion for excellence, participative decision making, concern for society and the environment, fairness with care, and transparency. We value people who put these principles into practice and contribute positively to our team.

Torrent Pharma Company Benefits

We are very proud to offer the following as part of your employment package:

• 25 days annual leave (in addition to public bank holidays), plus Length of Service Awards
• Private Medical Insurance – Vitality Healthcare
• Group Life Assurance
• Enhanced Employer Pension contribution of 5%
• Hybrid working
• Onsite parking
  

Interested in Joining Us?

If you are looking to develop your career in Customer Services and Office Administration within a supportive, growing pharmaceutical company, we would love to hear from you.

Apply today by submitting your CV through our online recruitment portal.

How We Use Your Data

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