Customer Validation & Master Data Representative
Pay Rate: 21.26 per hour
Location: Sandwich, Kent
Contract Length: 12 months
37 hours per week
Role Purpose
The Customer Validation & Master Data Representative plays a critical role within the Global Supply Chain (GSC) platform. The role works closely with internal teams and external partners to manage customer account setup, validation, and master data within SAP.
This position supports a network of ~21,000 customers across our clients Direct-To-Pharmacy (DTP) and Direct Account supply chains. The role ensures compliant implementation of policies and procedures, while enabling effective medicines distribution so that patients receive treatments where and when needed.
Colleagues in this role act as subject matter experts, advising on customer validation, regulatory compliance, and process optimisation while providing excellent customer service and maintaining high-quality data standards.
Key Accountabilities
1. Customer Account Set‑up & Data Maintenance
- Identify and validate new account requests and update existing customer account data using SAP, in line with SOPs.
- Liaise directly with customers for additional information relating to trading status or account requirements.
- Resolve internal and external queries regarding customer master data.
- Maintain accurate records of customer queries and ensure timely, compliant resolutions.
- Conduct periodic customer account revalidations as required.
Performance Measures:
- Most updates processed by the next working day.
- Queries typically answered within one working day.
- Revalidations completed within SOP-defined timeframes.
2. Validation & Tracking of Licenses/Authorisations
- Perform periodic checks to ensure medicines are not supplied to unregistered or unlicensed premises.
- Track licence updates during grace periods and liaise with customers to obtain outstanding documentation.
- Ensure compliance with GDP (Good Distribution Practice) to maintain product integrity.
Performance Measures:
- Monthly audit reports submitted to manager.
- Positive audit outcomes and feedback.
3. System Issue Management
- Monitor daily account data interfaces.
- Identify, investigate, and resolve system errors on the same day.
- Escalate system or interface issues when required.
Performance Measures:
- Accuracy and speed of issue resolution.
- Feedback from manager and business partners.
4. Continuous Improvement
- Act as a subject matter expert for allocated processes.
- Recommend and support implementation of continuous improvement initiatives.
- Contribute to business change activities and ad hoc process improvement projects.
Performance Measures:
- Demonstration of change agility.
- Successful adoption of process improvements that increase compliance and efficiency.
5. Mailbox, Filing & Records Management
- Ensure all enquiries and requests are actioned on the day of receipt.
- Maintain accurate filing and archiving systems for customer account documentation.
Performance Measures:
- Timely responses and compliance with audit expectations.
- Positive feedback from stakeholders.
6. Cross‑functional Projects and Initiatives
- Support and participate in wider GSC projects to enhance platform performance and innovation.
Performance Measures:
- Contribution to project delivery within expected timeframes.
- Stakeholder feedback on impact and engagement.
Skills, Knowledge & Qualifications
Essential
- GCSEs or equivalent, including Maths and English.
- Customer service experience, particularly handling complex or challenging enquiries (phone and email).
- Strong general IT skills, including Microsoft Office.
- Accuracy and attention to detail under pressure.
- Strong decision‑making abilities.
- Excellent written and verbal communication.
- Strong interpersonal skills and ability to work collaboratively.
- Ability to work in a dynamic, multitasking environment.
- Data analysis capability.
Preferred
- Business‑to‑business (B2B) experience.
- Experience working with SAP ERP.
Core Competencies
- Business Acumen
- Customer Focus
- Computer Literacy
- Data Management
- Continuous Improvement
- Decisive Action
- Accountability
- Self‑Awareness