Customer Service Specialist

Dr. Reddy’s Laboratories Ltd. is a leading multinational pharmaceutical company based across global locations. Each of our 24,000 plus employees comes to work every day for one collective purpose: to accelerate access to affordable and innovative medicines because Good Health Can’t Wait.

We started in 1984 with a modest investment, 20 employees and a bold vision. Today, we have research and development centres, manufacturing facilities or a commercial presence in 66 countries. 

For nearly four decades, we have stood for access, affordability and innovation based on the bedrock of deep science, progressive people practices and robust corporate governance. As the pharmaceutical industry evolves and undergoes disruption, we see an opportunity – to strengthen our core further (the next steps) and to build the future (the new bets).

‘The Next and the New’ is how we aim to continue to be the partner of choice – purpose-driven, future-ready and sustainable.  Our aim is to reach over 1.5 Bn+ patients across the world by 2030 by growing our core businesses and building for the future with sustainability at the core of our purpose and strategy. Sustainability for us means operating in a manner that respects people, planet and purpose – helping us conserve precious resources, serve our patients, create value for stakeholders, give back to society, fulfil our potential and maintain our integrity and transparency

Dr Reddy’s maintains a work environment, free from discrimination and is an equal opportunity employer. We are committed to employ & nurture all qualified diverse workforce without regard to race, colour religion, nationality, sex, age, disability status, genetics, sexual orientation, gender expression, citizenship or any other characteristic or classification protected by applicable law(s) of the country we operate in. We treasure every talent, and recognize merit and diversity in our organization.

Responsibilities include but not limited to:

• Customer Queries: Coordinate & follow-up with RA / QA / QC / PDTs/ IPM at CTOs / IPDO for timely response / resolution of customer’s queries and Timely and Accurate response to customers.              
•  
• Customer complaints : Coordinate & follow-up with QA / QC / PDTsat CTOs / IPDO for timely response / resolution of customer’s complaints and shall be closed as early as possible without impacting the batch release
•  
• Samples and Standards management: Receive sample requests from Customer/Sales Team; initiate request and assign (Temporary staff would raise the request); follow-up with QC for availability of samples; monitor the dispatch of samples (sent by Temp Staff from CTO III) and Timely delivery of Samples.
•  
• Agreements : Coordinate & follow up with Legal & CQA for closure of Quality agreements/CDAs to meet the regulatory compliance and response shall be provided within 15 days from date of receipt of request.
•  
• Customer visits/audits: Coordinate with customer / internal organization for organizing customer audits / visits, post audit follow-up with customer for audit report and internal organization for audit response. Providing necessary administrative support to auditors. Further Response shall be provided within 5 days to customer by providing tentative date for accommodating the audit.

• Digital transformation: leveraging Digital capabilities. Ensuring customer on boarding onto XCEED platform, leveraging digital capabilities to engage customers

Educational qualification- M. Pharma
 
Minimum work Experience- 4-10 years of experience in procurement, commercial analysis, or related field.
 
Skills & attributes – 
Technical Skills-
• Strong analytical and negotiation, Program Management skills
• Knowledge of procurement processes, legal agreements, and budget planning.
• Proficiency in MS Office, particularly Excel and PowerPoint.

Behavioural Skills- 
• Strong organizational and administrative skills, with attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively within a team.
• Attention to detail and ability to multitask.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Dr Reddy's Laboratories Ltd (DRL) is an integrated global pharmaceutical company, committed to providing affordable and innovative medicines for healthier lives. Through its three businesses - Pharmaceutical Services &Active Ingredients, Global Generics and Proprietary Products - Dr. Reddy's offers a portfolio of products and services including Active Pharmaceutical Ingredients (APIs), custom pharmaceutical services, generics, biosimilars and differentiated formulations. The company's major therapeutic areas of focus are gastrointestinal, cardiovascular, diabetology, oncology, pain management and dermatology. Dr. Reddy's operates in markets across the globe. 
 
Dr Reddy's Laboratories was incorporated in the year 1984 in Hyderabad. The company was established by Dr K Anji Reddy whose passion for drug discovery and his pioneering contributions led the way for making medicines affordable. 

At Dr. Reddy’s, we are constantly looking for opportunities that allow us to bring expensive medicines within the reach of millions around the world. The belief that Good Health Can’t Wait inspires us to delve deep into understanding the needs of patients and do all that it takes to fulfil them. Good Health Can’t Wait.’ These simple words describe the deep-rooted belief that drives us.  

'Good Health’ is always our goal. We see medicines not just as molecules, but as means to help patients regain their health. As a leader in the pharmaceutical industry, we realize our unique role; we have the ethical and moral imperative to ensure good health can be delivered to those who need it, and to promote wellness among them. 

'Can't Wait’ reflects our commitment to act with speed to find innovative solutions that address the unmet needs of patients, and to accelerate access to much-needed medicines for people around the world. 

Our belief is guided by our principles - Empathy and Dynamism - which provide both guidance for our current behaviour and inspiration for our future actions.