Customer Service Representative (m/f/d) Pharma

Full Time
Madrid, Spanien
Experienced Professional
January 03, 2023
Remote (hybrid)

As a Customer Service Representative (m/f/d) of Merz Therapeutics (Merz Pharma España, S.L.) you will act as both an advocate for our products and a champion for our customers. On a daily basis you will be liaising with customers and advising them accordingly regarding products, marketing materials and general queries. You will process orders via SAP and will take ownership and responsibility to ensure the best possible customer experience. You will liaise closely with field-based staff and will develop relationships to the extent that you are an essential component of the greater Merz Therapeutics sales team.  


Be part of our growth and bring “Better outcomes for more patients”



  • Professional and effective handling and execution of customer orders, enquiries, requests and complaints in both a timely and professional manner whilst at all times being compliant with company and industry guidelines.   

  • This area will be cross functional, being aligned with finance and sales department, taking in consideration the strategy of the company 

  • Developing, maintaining and demonstrating high standards of customer, product, pricing, SAP and Veeva (CRM) knowledge. The successful candidate will gain a deep understanding of Merz Therapeutics' systems and product portfolio through internal training.  

  • Handling customer complaints by investigating problems, data entry, developing solutions, preparing reports and making recommendations to management. Ensure any related adverse events / incidents are documented and reported to the medical team within 24hours of receipt of complaint.   

  • Developing and maintaining effective working relationships with line manager, field staff, customers and other key stakeholders. 

  • The position will have responsibility for the billing process of the company, aligned with the finance department

  • Goods stock monitoring, managing different warehouses in coordination with sales managing team 

  • To know the requirements of Good Distribution Practices and to contribute to the compliance with standards, making sure that they deal effectively with the claims of customers and returns properly managed.

  • Evaluating and identifying opportunities to drive process improvements that positively impact the customer experience, and which leverage the functionality of the SAP and Veeva (CRM) systems.  

  • Understanding and identifying potential issues and solutions and communicating accordingly to internal and external customers in an expedited manner. 

  • Health & Safety – take personal responsibility for yourself and your colleagues through understanding and demonstrating compliance   



  • Completed commercial training/studies in the field of logistics or economics  

  • The candidate must have knowledge in the pharmaceutical industry and Good Distribution Practices 

  • Experienced in working with SAP is a must / desirable Veeva 

  • Ability to focus on customer needs ensuring compliance with company and regulatory procedures

  • Ability to work under pressure whilst maintaining a high level of accuracy and attention to detail

  • High grade verbal and written communication skills

  • A relentless attention to detail, coupled with an attitude of ownership & responsibility

  • Excellent organisational and multi-tasking skills

  • Ability to work effectively both in a team and independently

  • Friendly, professional and high energy approach to work with a ‘can do’ attitude

  • Management of Office 365

  • English (fluent) and Spanish (native) is a must, desirable Portuguese 



  • Permanent employment relationship  

  • High working time flexibility which enables a good work-life balance 

  • Flexible remuneration: E.g. Nursery Ticket, Meal Vouchers or Transport ticket 

  • Attractive location in the north of Madrid (Alcobendas) with good transport links and modern, well-equipped workplaces

  • We care for your health - fresh fruits for free

  • Global family business with flat hierarchies and short decision processes

  • Collaboration in multi-functional international teams

  • Attractive compensation with comprehensive social benefits

You can find more information about our benefits here.


The Merz Group, a privately held, family-owned company, have been dedicated to the development of innovations for more than 110 years. Merz Therapeutics GmbH is headquartered in Frankfurt am Main, Germany, and is represented in more than 90 countries worldwide including Spain.  

Merz Therapeutics is committed to improving treatment outcomes for patients around the world. With our relentless research & development efforts and culture of innovation, we strive to identify unmet patient needs and provide appropriate treatments. In particular, we focus on patients suffering from movement disorders, neurological diseases, liver diseases and other health issues that severely impact quality of life. 

For more information visit our website: Innovaciones terapéuticas para nuestros pacientes | Merz Therapeutics 

Merz Pharma España, S.L., Domicilio: Av. Bruselas, 5., 28108 Alcobendas, Madrid 


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