Customer Support Specialist

Company Description:

Hero Baby is a trusted brand dedicated to providing high-quality, nutritious products for babies and young children. With a focus on health and well-being, Hero Baby offers a range of specially formulated food options, including various Milk Formulas, purees, cereals, and snacks, designed to support early development. Each product is carefully crafted using natural ingredients, ensuring that babies get the best start in life. Committed to safety and excellence, Hero Baby is a brand that parents can rely on to nurture their little ones’ growth with love and care.

Role Description

This is a full-time office-based role for a Customer Support Specialist at Hero Baby in Cairo, Egypt.

JOB PURPOSE:

Support the achievement of strategic organizational goals by ensuring optimal pharmacy coverage, resolving customer issues, monitoring SKU availability, and facilitating order initiation to maximize net sales and territory performance.

Key Responsibilities:

• Conduct daily outbound calls to pharmacies to ensure coverage and engagement targets are achieved.
• Monitor SKU availability (BTM & BTF), quantities, and average consumption levels.
• Identify and report customer claims, ensuring timely follow-up and resolution.
• Support pharmacies in order initiation and coordinate with distributors when needed.
• Maintain accurate daily and weekly reports on calls, stock levels, and orders.
• Collaborate with field and internal teams to support territory performance and drive net sales.

Qualifications:

• Bachelor’s degree in Pharmacy, Veterinary Medicine, or Biotechnology.
• 0–3 years of experience in pharmaceutical or nutritional sales.
• 0–3 years of experience in call center or customer service roles.
• Excellent communication and interpersonal skills.
• Good command English language (spoken and written).
• Proficient in Microsoft Office programs.