Customer Care Partner

POSITION PURPOSE

The Customer Care Partner serves as the primary supply chain contact for affiliates with complex external supply networks, acting as the critical link between the supply and demand sides. This role is responsible for end-to-end order tracking and market communication, ensuring a responsive and flexible Supply Review process that adapts to evolving business needs.

Acting as a site representative for short-term planning horizons, the Customer Care Partner uses analysis and effective communication to align market needs through information gathering, data validation, and market-specific insights simplifying the interface between supply and demand.

The role collaborates closely with Planning, Sales, Product Management, Transfers, and Launches to ensure seamless execution. By proactively managing priorities, the Customer Care Partner helps ensure the right products are available in the right quantities, at the right time, and at the right distribution points contributing directly to service level and cost optimization.

KEY RESPONSIBILITIES AND DUTIES

• Act as the main point of contact between the site and CEE & WE markets, ensuring clear, customer-focused communication, with a strong focus on Customer Service Level (CSL) and inventory.
• Support markets and affiliates in both day-to-day operations and new product launches, including quality release coordination from non-EU sources.
• Prepare and share data to give markets visibility on potential shortages, stock excess, or upcoming risks; coordinate follow-up actions with the planning team.
• Align supply and demand for product launches, switches, and transfers as part of lifecycle management, with monthly follow-ups and improvement actions.
• Monitor product distribution to assigned markets; handle exceptions and coordinate claims or corrective actions when needed.
• Track monthly and quarterly inventory targets and proactively flag any products requiring specific actions to the site or markets.
• Lead the preparation of data and coordination of monthly Supply Review meetings with markets, focusing on short-term supply needs and follow-up actions.
• Represent the ESO site in weekly supply review meetings, highlighting supply issues or bottlenecks, and working with Planning Team Leads to implement solutions.
• Initiate and monitor repacking actions to address short-term supply shortages or stock surpluses, ensuring cost-effectiveness.
• Create and update SOPs related to short-term supply activities at the site.
• Coordinate deployment activities across the CEE region with Planning and Logistics to ensure proper stock levels in each market.
• Perform additional tasks as assigned by the manager, within the agreed scope of work.

QUALIFICATIONS & REQUIRED SKILLS

Our Recruitment Process :

To be considered for this role, please apply in our Applicant tracking system and refrain from sending your CV via email. Upon the completion of sourcing (CV collection) period, all received application will be reviewed by our Recruitment experts and evaluated against the needs of the open role. Successful candidates will be contacted by our Recruiting experts for an initial screening interview during which further details about the selection process will be shared. Successful candidates will progress to interviews with line managers, while not selected candidates will be informed in a written form as soon as possible.

Diversity is a fact. Inclusion is an act @Zentiva

At Zentiva, we are a team of 5000 unique talents bonded together by our purpose to provide health and well-being for all generations. We strive daily to create a work culture where everyone feels appreciated, can be their true selves, and contribute to the best of their ability. Seeking for a balanced team across the company, we welcome applications from all qualified candidates with various educational and industry experiences, cultural or ethnical backgrounds, and different life experiences or abilities, regardless of their religious or philosophical beliefs or whomever they choose to love.

Join our winning team! Be a part of our winning culture! Be Zentiva!