Order Management Senior Expert - Hospital Channel

Dompé is an Biopharmaceutical company driven by innovation and research, with headquarters in Milan and operations across Europe and the United States. The company focuses on developing and delivering therapeutic solutions in areas of high unmet medical need, combining scientific excellence, digital innovation, and a strong commitment to improving patients’ lives.

For our office in Milan we are looking for an Order Management Senior Expert - Hospital Channel to Support the Customer Care team in managing the end-to-end hospital order processing (from order receipt to delivery), ensuring high quality service, compliance with internal policies and alignment with the Group Customer Care strategy. The role acts as a key interface between customers, internal stakeholders and logistics partners.

Responsibilities

• Manage hospital sales orders for Primary Care, Biotech Italy and Named Patient Programs, covering order receipt, validation, confirmation, fulfillment, pricing checks, product availability, delivery scheduling and issue resolution.
• Work closely with logistics partners to ensure accurate order intake via national platforms (for public customers), reliable customer and product master data, product availability and effective shipment coordination.
• Coordinate and monitor shipments of life‑saving and orphan drugs, including related device kits, ensuring timely and accurate delivery.
• Oversee shipments from Group Hubs, maintaining strong alignment with logistics partners on orders, master data management, availability and delivery execution.
• Collaborate with the Tender Department to define and manage selling prices.
• Manage relationships with key business partners (e.g. primary distributors) and support the Sales team in reconciliation activities.
• Oversee domestic and international Customer Care mailboxes, handling inquiries from customers and healthcare professionals across EU and extra‑EU countries.
• Maintain and update sales, stock, and transportation cost reports.
• Support the Credit team by collecting signed Proofs of Delivery and facilitating credit collection activities.
• Act as the primary point of contact for hospital customers, managing communication channels, toll‑free calls, and CRM claims tracking. Monitor delivery lead times and proactively manage customer inquiries and claims.
• Ensure full compliance with legal, regulatory, safety, environmental requirements, D. Lgs. 231/01, and the Company Code of Conduct.

Qualifications:

• Bachelor's/Master’s Degree in Business, Computer Science, Management Engineering or related discipline;
• 2 years of experience in similar role preferably in the Pharmaceutical/Life-science fields.

Required Skills:

• Languages: Italian and English (fluent);
• Knowledge of the main productivity and collaboration tools (MS Office);
• Knowledge of ERP SAP software (Sales and Distribution module, Financial Accounting module, Material Management module);
• Knowledge of business intelligence tools, CRM and Order Taking platforms;
• Knowledge of pharmaceutical field and regulation.