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, site onboarding, billing/invoicing processes and logistics, gps, and systematizing updates to customers. They will also assist with customer related inquiries as needed.
about the role
provide support, m anage day-to-day operational processes mentioned above as well as ad hoc support for reporting, data reconciliation, and other order support as required.
- complete manual data entry
- support select process improvement activities associated with customer service operations
- as applicable, raise innovative ideas and help drive improved efficiency and effectiveness.
- 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
- assist in the creation of team documentation, including ‘cheat sheets’
-this position will require holiday support for cs team
ideal background
education: bachelor's degree required
languages: fluent english, other languages desirable
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: 6am-2:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pm
* oncology experience preferred
leadership competencies
- problem solving
- customer/patient-centric mindset
- strong written and verbal communication skills
- understanding of computer systems and platforms which are used to support customer/patient services operations
location: - mexico city nocc, (hybrid working model)
- no travel required
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