SummaryThe 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 RoleProvide support, manage 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 entrySupport select process improvement activities associated with customer service operationsAs applicable, raise innovative ideas and help drive improved efficiency and effectiveness.Assist with customer related inquiries based on customer needs/demandAdhere 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 breakAssist in the creation of team documentation, including 'cheat sheets'This position will require holiday support for CS teamIdeal BackgroundEducation: Bachelor's degree requiredLanguages: Fluent English, other languages desirableExperience:1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient servicesAbility 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 pressureExperience 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 toolsProficient in PowerPoint and Excel, and telephonyPotential Shifts: 6am-2:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pmOncology experience preferredLeadership CompetenciesProblem solvingCustomer/patient-centric mindsetStrong written and verbal communication skillsUnderstanding of computer systems and platforms which are used to support customer/patient services operationsLocation:- Mexico City NOCC, (Hybrid working model)No travel requiredWhy 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.
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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.
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