Client Services Officer

About the Company

Essential Pharma is a global pharmaceutical company working to make a difference for patients in niche populations. Everything at Essential Pharma is driven by the fact that every patient matters. We are focused on developing and delivering medicines for patients in small, underserved or rare disease populations. Our team of 100+ people has an entrepreneurial spirit, challenging convention and working creatively to deliver results. Our headquarters are in Surrey, UK, and we have offices in Malta, France, Spain and Switzerland. We are an international business, with a growing product portfolio that reaches patients in approximately 70 countries. We cover multiple therapy areas with a particular focus on rare disease, CNS, ophthalmology and gastroenterology. Our first development-stage asset is an anti-GD2 antibody for the treatment of high-risk neuroblastoma. We have a proven track record of acquiring, investing in and commercialising treatments.

About the Role

The Client Services Officer is responsible for supporting the company's smaller and lower value wholesaler, distributor and other customer accounts in consignment and MTO markets focusing on order processing, supply coordination, and day to day customer service rather than strategic account management or negotiation. The role ensures that purchase orders are processed accurately and on time, that supply issues are resolved quickly, and that lower priority markets receive consistent, reliable service without requiring the direct involvement of senior commercial staff.

Job Responsibilities

• Act as the main point of contact for a portfolio of smaller and lower value distributor accounts and markets
• Process and track purchase orders from receipt through to delivery, ensuring accuracy and timely fulfilment – UK and Europe (60%), MTO markets (30%)
• Responsible for the relationship and patient support programme (PSP) providers for Ventavis (10%)
• Coordinate with supply chain teams to resolve stock availability issues, delivery delays, and order discrepancies
• Maintain up to date records of customer orders, forecasts, and account status in relevant systems
• Respond promptly to routine customer enquiries regarding order status, product availability, and documentation
• Escalate any commercial, contractual, or regulatory issues to the relevant account manager or Head of Global Partnerships
• Support invoicing and payment queries in coordination with the finance team
• Monitor recurring order patterns and flag opportunities for improved forecasting or service
• Maintain accurate product and pricing documentation for assigned markets
• Ensure all customer interactions and order processing comply with relevant regulatory and company requirements)
• Provide regular reporting on order status, service levels, and any recurring issues across assigned accounts

What You Will Bring

Qualifications

• Experience in customer service, order management, or logistics
• Pharma, medical device, or FMCG background is highly preferred.
• Technical Skills Strong MS Excel skills (VLOOKUPs, basic pivots for forecast analysis)
• and familiarity with order processing software such as NetSuite.

Experience

• Experience in a customer service, order management, or supply coordination role, ideally within pharmaceutical, healthcare, or another regulated industry
• Strong organisational skills and close attention to detail when processing orders and documentation
• Good working knowledge of purchase order processes and basic supply chain principles
• Confident communicator, comfortable managing a high volume of routine customer contact across multiple markets
• Ability to prioritise a varied workload across a large number of smaller accounts
• Familiarity with ERP or order management systems, such as NetSuite, is an advantage
• Degree level education is beneficial but not essential for this role
• Fluency in English required, with an additional language considered helpful given the international customer base

Competencies

• Customer focus: Builds trusted relationships with distributors and partners, responds promptly and manages expectations honestly, even when the news is not good.
• Attention to detail: Produces error free orders and documentation, recognising that small mistakes in pharma can have regulatory and patient consequences.
• Organisation and prioritisation: Manages a portfolio of smaller accounts efficiently, balancing volume with accuracy and meeting deadlines without close supervision.
• Communication: Clear and professional in writing and on calls, including with customers whose first language is not English.
• Collaboration: Works well with Supply Chain, Quality, Regulatory, Finance and Logistics colleagues, sharing information early and following up to closure.
• Problem solving: Investigates order issues, discrepancies or complaints methodically and proposes practical solutions.
• Adaptability and ownership: Comfortable in a small company environment where roles are broad, processes are evolving and initiative is valued

What We Offer

• Competitive salary
• Discretionary annual performance bonus
• We understand that productivity requires balance, so we offer office-based contracts and allow flexibility on locations of work when required and appropriate. This can be different for each department so please have that conversation at interview
• Healthcare
• Pension – you contribute 5% and we offer 5%
• Life Insurance – lump sum (tax free) death benefit of 4 x basic salary
• Enhanced family leave
• Enhanced sick pay
• 25 days annual leave

What To Expect

At Essential Pharma, every colleague matters: we want every member of the team to thrive and grow during their time with us. Right from the interview stage, we encourage candidates to ask us questions, voice opinions and be curious. This is a dynamic, fast-paced working environment. We expect individuals to be responsible and accountable, while understanding the importance of collaborating with colleagues to fuel success. We pride ourselves on our inclusive culture, based on the belief that everyone brings unique strengths and perspectives. We have an unwavering dedication to employee growth and development.