摘要
Handles inquiries, resolves customer issues, manages processes from order to invoice and ensures customer satisfaction.
Be the first contact line for the sales force with central, making an exhaustive follow-up of the consultations and / or incidents generated in a client through this.
About the Role
Major accountabilities:
- Manage incoming calls and promptly respond to customer inquiries, taking ownership of customer follow-up and communication.
- Resolve customer complaints, identify and assess their needs to ensure customer satisfaction.
- Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team.
- Provide feedback on the efficiency of oriented processes to improve the customer experience.
- Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.
- Manage the whole processes from order to invoice to hospitals.
- Stock situation analysis: Internal stocks and level of stock in the channel.
- Keep databases and related documents updated, including adherence to SOX-based controls.
- Collaborate with internal stakeholders across different functions, including Manufacturing, Sales, Logistics, and Finance, and offer support to customers and sales team members by providing information and creating reports.
- Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt.
Essential Requirements:
- Minimum Bachelor degree.
- Previous experience in customer service within structured international organizations.
- Familiarity with ERP systems and practices.
- Problem solving approach in order to ensure customer satisfaction.
- Fluent in Spanish. Good knowledge of English.
Desirable requirements:
- Previous experience within the pharmaceutical industry.
- Knowledge of SAP and other IT tools.
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
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
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