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Customer Service Specialist - Pharmaceuticals

Madrid, Spain


Takeda fosters a collaborative and stimulating work environment filled with opportunity and the chance to make a difference in people's lives. It is a workplace driven by integrity, one of Takeda’s long-held values that extends to both the patients we serve and our employees who develop and deliver medicines. Across our company, Takeda employees bring together diverse strengths that together create a stronger whole.

Takeda Spain, guarantees Spanish patients innovative health care solutions that improve their quality of life. Our offices are located at Madrid.

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What makes a successful member of our team?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable
  • Collaborative
  • Enthusiastic
  • Proactive
  • Problem-solver
  • Results-driven

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Life at Takeda


  • A strong, borderless team, we strive together towards our priorities and inspiring mission.

  • Bold initiatives, continuous improvement, and creativity are at the heart of how we bring scientific breakthroughs from the lab to patients.

  • Generous vacation and sick days, telework, commuter programs, and flexible work schedules help support you inside and outside of work. Select locations also offer free fitness centers, cafeterias, dry cleaning, and/or concierge services.

  • Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family.

  • Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family.

  • Aligning our actions and decisions with our priorities (Patient, Trust, Reputation, and Business) and core values is the foundation of our workplace culture.

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Customer Service Specialist - Pharmaceuticals

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Job ID SR0042606 Date posted 10/04/2019 Location Madrid, Spain

Main Purpose of the Role:

The Customer Support Specialist, reporting to the Cluster Supply Chain Leader, will coordinate all the relevant activities related to customer order management including call center (when relevant), order management, preparation of shipment documentation, organization of shipment, credit/debit notes, complaints, invoicing (when relevant) and customer data base update.

The Customer Support Specialist will maintain supply of Shire products to Customers and Patients, liaise with the 3PL and provide customer service for these products including managing customer complaints and queries.

This individual will be responsible for the timely completion of goals and objectives.


  • 70% - Customer Support  Managing the receipt and fulfillment of Customer Orders to ensure reliable supply of Product to Customer and Patient.
    • Working with Cluster Supply Chain to ensure uninterrupted replenishment of product to Cluster
    • Managing cluster warehouse and transportation activities in support of customer operations
    • Execute on supply of product Direct to Patient and all associated processes (as required)
    • Manage supply of ancillary items as require by Customer or Patient.
    • Manage non-standard (example Named Patient) or emergency supply of product.
    • Manage supply to Customer and Patient in times of restricted supply
    • Ensure all operations are compliant with SOPs, local Regulations and Financial/Legal requirements.
    • Ensure all systems and records are updated and maintained.
    • Manage Customer supply related complaints

  • 30% Supply Chain Process  Support compliant development, implementation and maintenance of systems and processes

    • Archiving and Audit support
    • Support Demand Planning and S&OP
    • Participate in projects in  support of continuous improvement of systems and processes
    • Internal and External Reporting as required to support reliable supply of product to Customer and Patient
    • Support  launch of new products within Cluster



  • A Bachelor’s degree in Business, Supply Chain or equivalent.
  • 3 - 5 years of progressive experience in various supply chain management roles within the Pharmaceutical or Healthcare industries.


  • Knowledge of ERP systems including packages relating to Customer Order Processing and Supply Chain mgmt. (i.e. SAP, JDE, Siebel)
  • Effective written and oral communication skills are required to facilitate information flow across internal / external supply chain partners and Customers.
  • Knowledge of different aspects of regulatory compliance that impact a pharmaceutical supply chain.  This can include but is not limited to GxP considerations and controlled substance regulations.
  • Excellent knowledge of Customer Service environnements and experience of delivering quality service to customer

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire, a wholly-owned subsidiary of Takeda’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire, a wholly-owned subsidiary of Takeda will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire, a wholly-owned subsidiary of Takeda and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Job ID SR0042606

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