Shire Customer Services Coordinator in Istanbul (Baxalta), Turkey

Job Summary

Primary Role

Provide a brief summary describing the major role, responsibilities and purpose of the job. Summarize key areas of accountability and budget responsibility, if applicable.

The Cluster CS Operations Specialist is responsible for entering orders into ERP logistic system aligned with PFI provided by business.

The Cluster CS Operations Specialist is responsible for tracking and starting shipping procedures aligning with logistics departments and customers. He/she is also responsible for controlling the timeline of the shipment throughout the release of the product to delivery.

The Cluster CS Operations Specialist is responsible for controlling shipment documents and preparing customs agency documentation, coordinating and tracking operations between customs agencies and logistics companies.

The Cluster CS Operations Specialist is responsible for tracking import permits documents that are provided by logistics and communicating with customer representatives and business forMoH appliances.

The Cluster CS Operations Specialist is responsible for controlling product invoices and other import related invoicesand matching purchasing invoices for Turkey orders. He/She is also responsible communicating and applying for the MOH permissions prior to import procedures.

This individual will be responsible for communicating relevant Supply information to supply chain in a timely manner and liaising appropriately with customs agencies, Planning lead, representative of MOH, Regulatory Affairs, Finance, 3PL and other relevant functions.

Essential Functions


  • 35% - Performing import operations and preparing associated documentation.

  • 35% - Preparing, submitting and tracking import permits.

  • 30% - Controlling and matching invoices.

Education & Experience Requirements

  • Essential: A Bachelor’s degree in Business, Supply Chain, Engineering or equivalent.

  • 3 years of progressive experience in various supply chain management roles within the Pharmaceutical or Healthcare industries.

  • Excellent English verbal and written.

  • Desired: Knowledge of ERP systems including packages relating to supply chain mgmt.

  • Previous global trade compliance / import & export operations experience.

  • Previous global trade compliance and import/export experience.

  • Ability to think “outside the box” and be well versed in the global distribution

  • Effective written and oral communication skills are required to facilitate information flow across internal / external supply chain partners and senior leadership.

  • 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.

  • Must be able to demonstrate leadership ability in driving change within an organization. This could include systems, processes or tools to drive success

  • Able to recognize the importance of meeting business needs and balance cost, quality and customer service

Key Skills and Competencies

  • Living our leadership behaviors is a basic expectation for all Shire employees. Shire expects all employees to embody the following:

Leadership Behaviors

  • Be Positive

  • Be Accountable

  • Be Results Oriented

  • Be An Excellent Manager of Self and Others

  • Provide open and collaborative ways of working to support various functional and/or departmental initiatives evaluating major issues and removing or reducing the risk from obstacles/variables that may arise.

  • Evaluate and drive behaviors on wide ranging aspects or issues in a complex supply and distribution environment that may impact peer groups Commercial, Tech Ops or other functions.

  • Impact through successful leadership and development of plans based on a sound understanding of the external market, internal requirements and the ability to determine and then leverage the market place.

  • Support implementation of Continuous Improvement initiatives (including Lean Sigma/Operational Excellence)

Other Job Components

Complexity and Problem Solving

  • Ability to manage the day to day Supply Chain Operations for the Region/Cluster; and meet simultaneously, the Region/Cluster, Business Unit, Commercial and Tech Ops goals. Specific challenges and complexities revolve around balancing service, schedule compliance, productivity / cost objectives due to constraints, QA issues, change controls, projects, etc.

  • Balance the requirements of Compliance (Corporate, Financial, Quality, Taxation and Global Trade) to achieve a sustainable and scalable operation.

  • Systems, policies and procedure design in light of resources and agreements across numerous functions.

  • Deal with ambiguity resulting in a high degree of risk management and appropriate risk mitigation

  • Deal with a wide range of problems (Launch, Integration, New Market Entry) that require complex judgments and innovative solutions in order to meet the needs of the BUs, Commercial and Tech Ops.

Internal and External Contacts

  • There is significant contact with many different functions within Shire. The Cluster CS Operations Specialist will be required to manage several different requirements at one given time and will specifically have to align on critical timelines with local Commercial teams, Global trade compliance, Shire IT, Finance and other functional Tech Ops leads to ensure business activities are being managed accordingly

  • Externally, significant interaction will occur with Shire employed IT consultants, 3Pls, customs agencies and other Service Suppliers. The management of external contacts will require strong influential skills due to a strong need for all external contacts to be fully engaged and bought into the process.

  • Excellent communication skills including presenting to individuals at different seniority levels are a must. The Cluster CS Operations Specialist will be asked to prepare and present solutions to all contacts and senior management team members.

Other Requirements

  • This position will include international travel on a semi-frequent basis to assure the systems and processes are integrated or implemented.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.