摘要
About the Role
Major accountabilities:
- Communicate with customers (via email or phone) to answer their inquiries, understand the specific customer requirements, assess their needs and suggest or promote alternative solutions including complaints management.
- Monitor technical processes of order-to-invoice and act as key administrator with 3PL company.
- Ensure all internal processes related to order flow until goods arrive to customers by communicating precisely with other team members, or cross functional teams or third parties.
- Coordinate and monitor reporting and alignment of closed budget agreements in collaboration with Patient Access and EOPYY.
- Support projects related with SAP, B2B, Direct Distribution, e-invoicing etc
- Support technical issues for all relevant systems used by Trade team and align with technical teams for solutions or improvements.
- Coordinate monthly and daily reporting process.
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:
- University degree in Business Discipline or Science
- Desirable degrees: MBA / Masters Degree
- Excellent command of English language
- Minimum 3 years’ experience in customer service area
- Customer centric mentality
- Problem Solving skills
- Advanced communication skills
- Advanced analytical skills and attention to detail
- Strong SAP capabilities / SAP Superuser
- Advanced MS office abilities
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? https://www.novartis.com/about/strategy/people-and-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
