Job Description Summary

The Partner Service Coordinator is responsible for delivering end-to-end order and service support to international partners, distributors, and subsidiaries within the PDx business. The role focuses on providing a seamless customer experience by owning partner queries from initial contact through order processing, shipment, invoicing, and revenue collection. Acting as a key liaison between Sales, Supply Chain, Finance, Manufacturing, Quality, Regulatory, and Compliance teams, the Coordinator ensures contractual, regulatory, and quality requirements are met while driving high partner satisfaction.
The position requires proactive problem-solving, excellent communication, and strong attention to detail to manage complex international orders, resolve disputes, and handle invoicing and compliance activities. The role also contributes to operational excellence through data analysis, KPI tracking, continuous service improvement, and the creation of SOPs and training material.

Job Description

Role Summary/Purpose

As Partner Service Coordinators we aim to provide seamless support to all Partners and distributors for our PDx

Business. Using our own initiative, we take ownership and responsibility for solving problems from initial query right

through to resolution and order entry. We will drive increased Partner satisfaction through exceptional Partner  

care. We are experts in anticipating what our Partner wants and know how to be flexible to their specific needs.

We aim to make the order process as straight forward as possible. We take full ownership and responsibility from start to finish and our aim is to be communicating effectively with Sales, Distribution and Finance throughout the process. We are experts in fulfilling a Partner’s contract from Order entry to Revenue Collection, ensuring that our Partners’ requirements are fully met

Essential Responsibilities

• Provide an excellent service for Partners, distributors & subsidiaries, as applicable.

• Receive orders from Partners and manage them in line with company policy and systems, following

through to shipment and manual invoicing where applicable, ensuring a quality of service.

• Respond to Partner queries in a timely and professional manner.

• Close liaison with our manufacturing plants, quality, regulatory, export and commercial partners to ensure QMI

accuracy.

• Participate and lead where applicable the weekly operational calls with our commercial, finance and supply chain partners.

• Collaborate with ITC, ITC Legal and Controllership to ensure good understanding and adherence of all

compliance rules for shipments to countries of concern.

• Work as part of a team, with a flexible & proactive approach to increase and maintain the quality of service.

• Build effective relationships with other departments to understand impact to Partner s and service levels.

• Work collaboratively with other GEHC departments for dispute resolution.

• Resolve invoice queries, raising credits and debits

• Raise quotations for Partner s and distributors as requested and in line with Company Policy, as applicable.

• Establish close relationships with Partner s and commercial partners to gain their trust.

• Develop solid product knowledge and a strong understanding of the Supply Chain.

• Manage Complaints in line with company policy and systems.

• Routine work handling accordingly local standards and procedures, including release of stock

• Contribution to team goals and KPI metrics in Partner Service.

• Deputise for the Partner Service Team Manager in their absence

• Act as a role model to the team and provide value added support

• Creation and revision of SOP’s and WOW’s and train out to the wider team

• Analyse the transactional data and present to key Partner s on a regular basis to seek out service improvement opportunity

Quality Specific Goals:

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management

Policy, Good Distribution Practice and applicable laws and regulations as they apply to this job type/position

• Complete all planned Quality & Compliance training within the defined deadlines

• Identify and report any quality or compliance concerns and take immediate corrective action as required

Qualifications / Requirements

• Outstanding communication skills, both written and oral.

• Excellent knowledge of the English Language, in written and oral.

• Partner focused

• Ability to manage self and tasks in a proactive manner

• Excellent organizational and administrative skills

• Attention to detail

• A calm and analytical approach to problem solving

• Willingness to work as part of a team, and drive/progress individual projects

• IT skills (Word, Excel, Outlook, PBI, Explorer)

• Ability to keep focus in a hectic environment

• Accuracy and flexibility

Desired characteristics

• ERP/SAP/Salesforce knowledge is an advantage

• Order management and Partner service experience

• Proficiency in French or Arabic is desirable

Additional Information