Clinical Supply Study Lead

Job Title: Clinical Supply Study Lead
Location: Warsaw, Poland
Work model: Hybrid (3 days from office per week)

About AstraZeneca
At AstraZeneca, we are guided by our purpose to push the boundaries of science to deliver life-changing medicines. We combine innovation with integrity, operating to the highest standards of quality and compliance. We foster an inclusive, diverse, and collaborative culture where everyone feels empowered to make a meaningful impact for patients, customers, and society.

Role Overview
We are seeking a Customer Service Specialist (CSSL) to deliver best-in-class service for internal and external stakeholders across our markets. You will manage customer inquiries and service requests, ensuring timely, accurate, and compliant resolution. Working closely with cross-functional teams, you will help drive operational excellence, continuous improvement, and an outstanding customer experience aligned with AstraZeneca’s values and policies.

Key Responsibilities

• Service Delivery: Handle customer inquiries via multiple channels (email, phone, ticketing) to deliver accurate, timely, and complete resolutions within agreed SLAs and KPIs, maintaining a customer-first mindset.

• Case Management: Accurately log, categorize, prioritize, and resolve cases; escalate when required, ensuring proper documentation and audit readiness.

• Compliance & Quality: Adhere to AstraZeneca policies, SOPs, quality standards, and applicable regulations; maintain data integrity and protect personal and confidential information in line with GDPR and global privacy requirements.

• Process Excellence: Identify opportunities to simplify, standardize, and automate; contribute to continuous improvement (Lean, Kaizen) and knowledge base updates.

• Collaboration: Partner with operations, IT, Finance, HR, or Supply Chain teams to resolve complex queries and deliver seamless end-to-end service.

• Reporting & Insights: Support performance reporting, root-cause analysis, and action plans to enhance service quality and customer satisfaction.

• Training & Enablement: Participate in onboarding and cross-training; share insights and best practices to uplift team capability.

Required Qualifications

• Education: Bachelor’s degree or equivalent experience in Business, Administration, Languages, or related field.

• Experience: 1–3 years in customer service, service desk, shared services, or operations within a multinational environment.

• Technical Skills: Proficiency with CRM/ticketing tools (e.g., ServiceNow, Salesforce) and MS Office 365; strong data entry accuracy and attention to detail.

• Communication: Fluency in English (written and spoken); strong interpersonal skills with ability to communicate clearly and professionally across cultures and levels.

• Problem Solving: Proven ability to analyze issues, prioritize workload, and follow through to resolution under time pressure.

• Compliance Mindset: Demonstrated understanding of quality, privacy, and information security principles.

Preferred Qualifications

• Additional language skills: Polish.

• Experience in pharmaceutical, life sciences, or regulated industries.

• Familiarity with process improvement methodologies (Lean, Six Sigma) and knowledge base management.

• Experience supporting global stakeholders across time zones.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.