*summary*:
*about the role*:
*major accountabilities*
- complete customer support activities including but not limited to product administration scheduling, associated order management and delivery
- answer questions from novartis nps field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and timely customer feedback
- handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery. Ability to complete all calls once they have begun to ensure no interruption of service.
- prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- 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 a 9-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for cs team
- working hours monday - friday 8am - 8pm est (hybrid - 3 days in office per week)
- responsible for identifying and reporting adverse events via the established novartis systems as per applicable processes.
*ideal*background*(state the preferred education and experience level)
*education*(minimum/desirable):
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
- strong written and verbal skills
- proficient in powerpoint and excel, telephony and navigating systems related to product ordering and case management preferred
- ability to work a flexible staggered schedule (early mornings/ later evenings)
- oncology experience preferred
*leadership competencies*
- problem solving
- detail oriented
- customer/patient-centric mindset
- strong written and verbal communication skills
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.