Senior Customer Service & Logistics Representative

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.

Veranova is seeking a Senior Customer Service & Logistics Representative to 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.

• 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.
• 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.
• 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.

• 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.

• Experience working within regulated environment.

• 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…