Senior Customer Service Representative

Durbin Ireland is seeking an experienced Senior Customer Service Adviser to join the Specialised Distribution Team. This role is responsible for delivering best-in-class service to end-user customers and manufacturer partners while taking ownership of complex accounts, driving service performance, and supporting continuous improvement initiatives.

The Senior Customer Service Adviser will act as a key escalation point within the team, ensure operational excellence across order management and client reporting, and provide support to Key Account Management and Sales functions.

Key Responsibilities

Customer & Account Management

• Manage end-to-end order processing in line with agreed SLAs and contractual requirements.
• Serve as the primary escalation point for complex customer queries and issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with customers, manufacturer partners, and internal stakeholders.
• Support Client Management and Sales teams in managing strategic and key accounts.
• Contribute to client review meetings and performance discussions as required.

Operational Excellence

• Ensure accurate pricing maintenance and master data management within internal systems.
• Monitor KPIs and service metrics, proactively identifying and implementing corrective actions.
• Produce and analyse daily, weekly, and monthly operational and client reports.
• Drive process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Ensure full compliance with internal policies, quality standards, and contractual obligations.

Team Leadership & Support

• Provide guidance and mentoring to Customer Service Advisers.
• Support onboarding and training of new team members.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Work cross-functionally with supply chain, finance, and commercial teams to achieve shared targets.

Candidate Requirements

• 3years’ min. experience in a customer service or client-facing operational role.
• Experience managing complex accounts or operating within a distribution/logistics environment is desirable.
• Strong problem-solving skills with the ability to manage escalations independently.
• Advanced proficiency in Microsoft Excel; strong working knowledge of Word and PowerPoint.
• Demonstrated experience working to KPIs and service level agreements.
• Excellent organisational skills with strong attention to detail.
• Ability to prioritise effectively and perform under pressure.

Key Competencies

• Strong written and verbal communication skills across all business levels.
• Customer-focused with a proactive, solutions-driven approach.
• Highly organised with strong multitasking ability.
• Results-oriented and self-motivated.
• Collaborative team player with the ability to influence stakeholders.
• Analytical mindset with a focus on continuous improvement.
• Adaptable and resilient in a fast-paced environment.

Location: Business park in Rathcoole, County Dublin, Ireland

On -site

Uniphar Background

Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.

Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma

Uniphar Pharma

Pharma is a global division operating across US, Europe, APAC and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines, or medicines that are otherwise difficult to source. In addition, we commercialise launch and established brands to HCPs on behalf of pharmaceutical clients across the globe. The core to this division is providing equitable access to medicines globally.

Culture at Uniphar

From our leadership team and across all of our divisions, Uniphar lives and breathes four key culture pillars:

1.We have a People First approach, we do the right thing and take a stand for our people.

2.We foster a strong Entrepreneurial Spirit where Adaptability, Commitment & Resilience is embodied in our way of working.

3.We have a Common Purpose that connects our diversified businesses and people.

4. Finally, Trust is at the heart of how we operate.

How we’d like to work together

As we are a global team, there is flexibility to be based in one of Uniphar’s offices or work from home. There may be a need for face to face meetings in other locations, as needed. There may also some flexibility required in order to interact with colleagues or clients in their time zones (i.e. it’s not a ‘9 to 5’ type of job). In return, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it through our Hybrid Working philosophy.

Please note that Uniphar is an equal-opportunity employer; we do not discriminate and welcome all responses.