Senior Customer Service & Logistics Representative

Discover Veranova

At Veranova we believe people are our most important asset and we are dedicated to building the most talented and diverse workforce in our industry. Our commitment to uncompromising focus on quality compliance safety and excellence in delivery shapes everything we do. We are not just looking for skills; we are seeking innovative individuals who have a mindset open to learning and growth and a desire to make a difference.

Veranova is a global leader in the development and manufacturing of complex active pharmaceutical ingredients (APIs) for pharma and biotech customers. With deep technical expertise and impressive flexibility we develop solutions and processes that support and accelerate innovation.

Join us on our mission to enable current and next-generation therapeutics to improve and save the lives of patients.

Role Overview:

Veranova is seeking a Senior Customer Service & Logistics Representativeto manage the supply orders and licence requirements for assigned region(s) in order to meet agreed commitments to our customers. This role will also be responsible for the training of new joiners within the team dealing with daily escalations as appropriate and deputising for the Customer Service & Logistics Manager as required.

Core Responsibilities:

• Logistics
  • Collaborate with CS&L colleagues to plan and coordinate weekly and monthly shipping schedules for assigned global regions working closely with approved logistics partners.
  • Liaise with carriers and freight forwarding brokers to arrange appropriate transport solutions.
  • Provide tailored transport solutions to meet customer requirements.
  • Prepare complete and issue all required shipping documentation including Customs Dangerous Goods Import and Export licences labels and associated paperwork ensuring full compliance with ADR IATA CAA MHRA and UK Home Office regulations.
  • Review customer import licences and UK export licences for all new sales orders each month managing any compliance discrepancies in collaboration with customers destination-country authorities and the UK Home Office.
  • Proactively monitor shipments follow up on transit delays with carriers or freight forwarding brokers communicate with customers and escalating issues internally in line with defined SOPs.
  • Responsible for ensuring accurate and prompt data entry into ERP system.
  • Maintain and update rolling shipping schedules across all carriers and freight forwarding brokers.
  • Manage cutoff times for shipping schedule.

• Customer Service
  • Responsible for managing inboxes to ensure time responses of queries escalating and collaborating with others as appropriate
  • Support the Commercial team in onboarding new customers including system registration and the registration of new entities with the UK Home Office and Global Visual Compliance system.
  • Escalate and coordinate risk notifications generated by the Global Visual Compliance system to appropriate Commercial and Legal stakeholders.
  • Ensure timely notification and management of customer complaints.
  • Support internal and external audits by providing accurate customer and sales order shipping data within agreed timelines.
  • Enter commercially approved sales orders into the ERP system in an accurate and timely manner in line with KPIs.
  • Manage the rolling three-month supply outlook for assigned customers working cross-functionally to ensure alignment with systems and processes.
  • Review global customer licences to ensure validity and compliance for the new sales month managing any discrepancies with customers and regulatory authorities.
  • Support month-end close activities.
  • Carry out general administrative duties including distributing shipping documentation to customers to support import clearance and maintaining accurate filing systems.
  • Process vendor invoices.

• Cross-Functional Activities
  • Liaise with Commercial colleagues and the Finance department regarding debtor management for assigned regions.
  • Attend relevant business meetings including Supply and Customer meetings.
  • Support with CAPAs deviations change controls and investigations within our QMS.
  • Updating departmental SOPs.
  • Deputise for the Customer Service & Logistics Manager as needed including attendance at meetings and completion of internal and external month-end reporting where required.
  • Support with onboarding and on the job coaching of new team members where required.

Qualifications:

• Undergraduate degree in a business-related subject or relevant industry experience.
• Significant experience with an ERP system ideally Microsoft Dynamics export and import logistics.
• Excellent communication and organisational skills.
• Strong team player.
• Solution-orientated and adaptable.
• Customer-focused.
• Keen attention to detail.
• Time and priority management.
  
  

Preferred

• Experience working within regulated environment.

Our Commitment:

• Inclusive Culture: At Veranova an inclusive culture is integral to our values. We are committed to ensuring that everyone can bring their full self to work and thrive in their career.
• Financial Wellness: The company provides an industry-leading compensation package and this position is eligible for an annual performance bonus in accordance with the terms of the applicable bonus plan. You will also receive excellent pension contributions with the option of making contributions via salary sacrifice and access to discounts from major online and high street stores.
• Health & Wellbeing: As well as being entitled to 25 days annual leave plus recognised Scottish public holidays our colleagues are also eligible to participate in benefits such as our Health Shield Cash Plan Cycle2Work Scheme life insurance income protection and GP Anytime.
• Professional Development: Opportunities for continuous growth and development through resources such as LinkedIn Learning functional career pathways and individual Personal Development Plans to map out your future with us.

How to Apply:

At Veranova we are eager to meet people that believe in our values and can contribute to the team in a variety of ways. Please visit to view all open roles and join our Talent Community to stay connected and learn about opportunities as they arise.

We value a diverse range of experiences and perspectives. If you want to be part of improving and saving the lives of patients we encourage you to apply regardless of whether you meet every qualification listed.

If you are a member of the Armed Forces first responder or are in the process of transitioning from the Armed Forces to civilian life we encourage you to apply. Your experience brings invaluable skills and insights that can contribute to our team.

For applicants who may require a reasonable accommodation for any part of the application or hiring process due to a disability you may submit your request by sending an email to in order to confirm your request for an accommodation. Please include the job number title and location of role. This option is reserved for individuals who require accommodation due to a disability.

Additional Information:

Under UK legislation we are required to ensure that all employees have the legal right to work in the UK both at the time of offer and throughout their employment. Please note that we are not able to provide sponsorship for this role so applicants must have the necessary right to work in place independently.

Agency and Search Firm Representatives: Veranova will not accept unsolicited applications/CVs from agencies and/or search firms for this job posting.

Veranova is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex race disability age sexual orientation marriage or civil partnership pregnancy or maternity religion or belief.

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Veranova for the selection of suitable candidates for our vacancies as they arise. Veranova respects your privacy and is committed to protecting your personal information. For more information about how your pers