*summary*:
the associate e2e process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, billing/invoicing processes and lo-gistics, gps, and systematizing updates to customers. They will also assist with cus-tomer related inquiries as needed.
*about the role*:
*major accountabilities*
- manage day-to-day operational processes, including but not limited to order scheduling and fulfilment, internal case management, pre-production planning, billing/invoicing processes and logistics, gps, systematizing updates to customers (i.e. batch release, delivery updates, system-specific site on boarding, etc)
- complete manual data entry
- support select process improvement activities associated with customer service operations
- as applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to team leads
- assist with customer related inquiries based on customer needs/demand
- 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-hour shift with two paid rest breaks and an unpaid lunch break
- this position will require holiday support for cs team
*ideal background*:
*education*:
bachelor's degree required
*languages*:
fluent english, other languages desirable
*location*:
this role will require a specific number of days to be in office in mexico city
*experience*:
- 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
- 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
- experience with systems enabling program end-to-end program operations, including but not limited to customer-facing digital portals, internal case management platforms as well as production planning and financial billing/invoicing tools
- proficient in powerpoint and excel, and telephony
- potential shifts: 4am-12:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pm
- this role will support monitoring and logistics operations in et, start shift will vary.
- oncology experience preferred
division
us
business unit
innovative medicines
location
mexico
site
insurgentes
company / legal entity
mx06 (fcrs = mx006) novartis farmacéutica s.a. de c.v.
Functional area
technical operations
job type
full time
employment type
regular
shift work
no
*accessibility and accommodation*:
novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.