Summary
-generate the best customer experience to the pharmacy, to all customers served by customer care through a deep customer knowledge, personalized and proactive attention. Be the first contact line for the sales force with central, making an exhaustive follow-up of the consultations and / or incidents generated in a client through this.experienced sales support professionals responsible for delivering key sales support services (training, analysis, demand planning etc).
about the role
major accountabilities:
* responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to sales team and also engaging hcps for expense payout.
* receive and issue calls to provide a nearby service and customer resolution through personalized follow-up.
* advice and provide information on the company's value proposition, regarding products, commercial conditions and added value.
* track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.
* record and analyze all the information to help better customer knowledge and enhance customer experience
* collaborate with customer care manager and customer care process assurance lead exchanging information as a development strategy of business and marketing.
* provide feedback on the efficiency of oriented processes to improve the customer experience.
* be the first contact line for the sales force with central, making an exhaustive monitoring of the consultations and / or incidents generated for a client.
* manage the order processing for pharmacies, taking responsibility for the management of the monthly order, as well as for any other operational process that client demands.
* management of returns due to expired and lack of rotation.
* stock situation analysis: internal stocks and level of stock in the channel by wholesaler.
* calculation of impact in the pharmacy.
* communication to the sales network and the pharmacy for its management.
* coordination of the implementation of the value proposition in the pharmacy.
* implementation of the multi-channel engagement plan with the pharmacy.
* reporting of technical complaints / adverse events / special case scenarios related to novartis products within 24 hours of receipt.
* distribution of marketing samples (where applicable)
key performance indicators:
* customer satisfaction: yearly survey result & multi rater feedback from stakeholders.
* compliance with order management deadlines.
* nfcm control results related to customer service transactions.
minimum requirements:
work experience:
* understanding of sales / commercial processes.
skills:
* accounts receivable
* calls handling
* customer care
* customer experience
* customer relationship management (crm) software
* customer requirements
* customer service
* operational efficiency
* installations (computer programs)
* microsoft access
* relationship building
* sales
* salesforce crm
languages:
* english
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?
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