摘要
The Lead Account Support role will be responsible to lead a regional customer-facing team (up to 6 people) supporting ~100 accounts with customer product ordering (new orders, reschedules, manufacturing/delivery updates) and any inquires. Engagement provided primarily through phone and email. The lead will also guide their respective regional pods on how to effectively address customer support needs. They will serve as experts on relevant technology/systems and knowledge/content. They will be re-sponsible to manage top/high volume accounts (up to 20 accounts) and serve as their main point of contact for all product ordering needs.
About the Role
- Lead regional pod team (up to 6 people) directly interacting and supporting customers
- Manage top/high volume accounts as main point of contact for full order management journey
- Serve as subject matter expert across all elements of customer support including but not limited to customer scheduling, delivery, order management and associated system applications
- Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs
- Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery
- Champion enhancements of protocols to respond to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner
- Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines
- Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break
-Ability to complete all calls once they have begun to ensure no interruption of service.
-This position will require holiday support for Customer Support (CS) team
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
Education (minimum/desirable):
Bachelor's degree required; Master's degree a plus
Languages:
Fluent English, other languages desirable
Experience:
• 3+ years of progressive business experience in the bi-opharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and pa-tient services
• 2+ years of customer service/support experience
• Change management and project management expe-rience
• Ability to lead a team
• Ability to manage multiple projects and consistently meet deadlines
• Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
• Detail oriented problem solver who can make clear-headed decisions while under pressure
• Ability to drive results
• Strong written and verbal skills
• Proficient in PowerPoint and Excel, and navigating systems related to product ordering and case man-agement preferred
• Knowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principles
• Ability to work a flexible staggered schedule (early mornings/ later evenings)
• Oncology experience preferred
Leadership Competencies
- People management
- Relationship building
- Problem solving
- Customer/patient-centric mindset
- Strong written and verbal communication skills
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
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Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accessibility & Reasonable Accommodations
The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
