摘要
Generate the best customer service experience through a deep knowledge of it, personalized and proactive. Follow-up in processes related to the area of operations, consultation on government platforms. Experienced professionals in sales support, experience in time control, operational and follow-up processes, responsible for providing key sales support services (training, analysis, demand planning, etc.).
About the Role
Major accountabilities:
• Responsible for reviewing and tracking orders/returns, for the generation of reports on the issues of supply orders from the various Health Institutes in the country.
• Receive and issue calls to provide close service and resolve customer issues through personalized follow-up.
• Advise and inform on the company’s value proposition in terms of products, commercial conditions and added value.
•Track orders and resolve customer concerns about products, prices, delivery, availability and features. • Record and analyze all information to improve customer knowledge and experience. Collaborate with the Operations Manager and Commercial Manager, exchanging information for the control of the processes proper to the commercial operation.
• Provide feedback on the efficiency of processes aimed at improving the customer experience.
• Manage order processing, taking responsibility for the management of monthly orders as well as any other operational process requested by the customer.
• Management of returns due to expiration and lack of rotation.
• Analysis of the stock situation: Internal stock and level of stock in the channel by wholesaler.
• Communication with the different areas that interact in the operation
• Compliance with order management deadlines.
• Experience in updating regulatory documentation for tender and/or procurement files.
• Experience in time control, tracking the progress of tenders and/ or sales of the company
Key performance indicators:
• Customer satisfaction: result of the annual survey and feedback from multiple stakeholder evaluators.
• Compliance with order management and control deadlines
•Compliance in updating documents and management of the operation.
Minimum Requirements:
- Bachelor’s degree
- 3+ years of experience understanding of sales / customer service experience, experience in controlling processes.
- English proficiency (desirable)
Skills:
- Accounts Receivable.
- Calls Handling.
- Curiosity.
- Customer Care.
- Customer Experience.
- Customer Relationship Management (Crm) Software.
- Customer Requirements.
- Customer Service.
- Efficiency.
- Installations (Computer Programs).
- Microsoft Access.
- Microsoft Excel.
- Mobile Devices.
- Relationship Building.
- Sales.
- Salesforce Crm.
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
Commitment to Diversity and Inclusion
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
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
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
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
Accessibility and accommodation
Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
