In pharmaceutical transport, every delivery goes beyond a simple logistics service: it directly supports a wider public health mission.
Service quality therefore depends on the ability to ensure full traceability, anticipate sensitive situations and maintain secure, reliable supply chains at all times, helping guarantee patients’ access to treatments under optimal conditions.
With the series “At the Heart of Eurotranspharma”, we shine a light on the roles that contribute every day to the reliability of healthcare supply chains.
First edition: Customer Service
Discussion with Margaud Hennebert
- What is your main role in relation to our customers?
My role is to manage incoming enquiries from both customers and our internal network regarding delivery tracking and follow-up.
- What are your key responsibilities?
My main responsibilities involve handling incoming enquiries, ensuring close follow-up and providing reliable, high-quality responses. A key part of the role is also anticipating needs, potential issues and urgent situations before they escalate. Above all, the role is about building trust and reassuring our customers and network contacts that their requests are being handled carefully and followed through with the appropriate level of attention.
- How do you work with other departments (operations, drivers, quality, etc.)?
Although I am not in direct contact with drivers, I work closely on a daily basis with the wider network and support departments, including quality and sales. This collaboration allows me to gather all the necessary information and respond as effectively as possible to requests from laboratories.
Skills & qualities
- What skills are essential to succeed in your role?
The key skills for success in my role are listening carefully, understanding clients’ needs accurately and being responsive. It is also important to stay calm under pressure, adapt to different situations and remain versatile in day-to-day operations. Good time management and strong analytical skills are equally essential.
- Which personal qualities help you most in your day-to-day work?
My main qualities are empathy and listening skills. I make sure that the laboratories feel supported and properly assisted throughout the handling of their requests. - What aspect of your work gives you the most satisfaction?
Contributing to the delivery of medicines to patients has motivated me and filled me with pride ever since I joined Eurotranspharma.
Customer relations & impact
- What is your greatest achievement or a moment you are particularly proud of in customer relations?
I feel proud of my work whenever I manage to find a solution to an issue related to an order. Receiving positive feedback from a laboratory always gives me extra motivation to continue giving my best every day. - How do you help ensure the highest quality of service for our customers?
I keep customers informed about the progress of their deliveries, anticipate potential issues or questions, and look for solutions tailored to their needs while taking operational network constraints into account. - How do you handle urgent or sensitive situations, particularly those relating to the cold chain or sensitive products?
I analyse each case carefully, identify an appropriate solution and keep the laboratory informed of progress throughout the process. I also work closely with other departments, particularly the Quality team, to ensure the situation is handled correctly. When cases are especially sensitive, I do not hesitate to escalate them to my managers so that I can receive the appropriate support.
Challenges of the role
- What are the biggest challenges you face?
One of the main challenges is being at the centre of a wide range of requests coming from both customers and the network. Identifying and implementing the most suitable solution in coordination with operational teams can sometimes be complex. The role also requires the ability to explain decisions clearly, reassure stakeholders and adapt to different situations and levels of urgency. - How do you manage to overcome them?
To overcome these challenges, I make sure above all to remain calm and composed. When necessary, I alert my managers and rely on the support of my colleagues, who may already have faced similar situations and can help me manage the most complex cases as effectively as possible - In what way is your role specific to a pharmaceutical transport company?
What makes the role unique is the nature of the products we transport, which are exclusively pharmaceutical products. Every situation must therefore be handled with a particularly high level of attention, reliability and compliance. Through our work, we contribute directly to Eurotranspharma’s public health mission.
Personal touch
- What character trait or passion helps you in your work?
Being honest and empathetic. - What advice would you give to your ‘first-day self’?
Not to try to handle every situation on your own. When faced with pressure (sensitive deliveries, emergencies, laboratory expectations), it’s sometimes better to raise the alarm rather than trying to handle everything on your own. - What word would you use to describe your work? And what word to describe Eurotranspharma?
My work: rewarding
Eurotranspharma: dynamic
Join Eurotranspharma
Would you like to develop your career in a challenging environment, at the heart of healthcare logistics?
At Eurotranspharma, our teams work every day to ensure the delivery of essential products to patients, in compliance with quality and safety requirements.
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