SummaryThe Lead E2E Customer Support management role will be responsible to lead team (up to 8 people) with internal case management, pre-production planning, site onboarding, billing/invoicing and logistics.
They will also serve as an expert on key systems and processes supporting E2E customer engagement.
They will also assist with providing oversight support on customer related inquiries as needed.
any inquires.
Engagement provided primarily through phone, Salesforce, email and MS Teams chats.
The lead will also guide their team on how to effectively address stakeholder needs.
They will serve as experts on relevant technology/systems and knowledge/content.
They will be responsible 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 RoleMajor AccountabilitiesLead team (up to 8 people) located in Mexico City who will be responsible for directly interacting and supporting various cross functional Novartis internal teams, suppliers and stakeholders on key E2E programs and processes, understanding interconnectivity to support future optimizationsServe as subject matter expert across all elements of customer support including but not limited to delivery delays and escalations, order management, pre-production planning, billing/invoicing, logistics and associated system applicationsPartner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needsDemonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and deliveryLead select automation activities to improve quality and drive team productivity - Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-upAdhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance GuidelinesAbility to work the scheduled work hours, which generally will be an 8-hour shift with two paid rest breaks and an unpaid lunch breakThis position will require holiday support for Customer Support (CS) teamResponsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.Ideal BackgroundEducation: Bachelor's degree required; Master's degree a plusLanguages: Fluent English, other languages desirableExperience:2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding of customer and patient services2+ years of customer service/support experienceChange management and project management experienceAbility to drive results and lead a teamAbility to manage multiple projects and consistently meet deadlinesStrong interpersonal and time management skills, and an ability for productive collaboration across varying departmentsDetail oriented problem solver who can make clear-headed decisions while under pressureStrong written and verbal skills; Spanish speaking a plusProficient in \Excel, and navigating systems related to product ordering and case management preferredKnowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principlesAbility to work a flexible staggered schedule (early mornings/ later evenings)Oncology experience preferredLeadership CompetenciesPeople managementRelationship buildingProblem solvingCustomer/patient-centric mindsetStrong written and verbal communication skillsLocation:Mexico City NOCCInternational/Domestic travel may be required for training and business meetingsWhy 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?
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Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally: DivisionUSBusiness UnitInnovative MedicinesLocationMexicoSiteINSURGENTESCompany / Legal EntityMX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.Functional AreaTechnical OperationsJob TypeFull timeEmployment TypeRegularShift WorkNoAccessibility and accommodationNovartis 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.
📌 Lead, Atp Customer Support
🏢 Novartis
📍 Moroleón