Customer Service Specialist Sintra

Overview

Customer Service Specialist at Novartis Contract Manufacturing

This position is part of the Customer Service team and reports directly to the Customer Service Team Lead. It focuses on close collaboration between customers, internal stakeholders, and external partners to implement the order execution of our products, including highly innovative RLT products, contributing to patient outcomes.

Duties Description

• Major accountabilities:
• Order processing: punctual and proactive order management through the right system; manual order entry for
  -
  - site material transfer orders
• Support to sales staff and channel partners in order/returns processing; provide metrics and reporting to sales teams and HCPs
• Proactive customer communication and phone service; monitor email inboxes to ensure timely and accurate responses regarding order status, shipping dates, product availability and backorders
• Perform order confirmation and booking for manually placed orders in the system; track orders and provide status updates; update customer order lists
• Check and issue credit notes and debit notes
• Monitor transport companies for delivery; check transport documents
• Act as a liaison to several departments and be a reliable advisor to internal parties
• Record and analyze information to improve customer knowledge and experience; collaborate with Customer Experience Manager on development strategy; provide feedback on process efficiency; be a key contact line for the sales force with central monitoring of consultations and incidents for a client
• Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt
• Maintain accurate and
  -
  - date working procedures and customer master data in support systems
• Manage implementation of new projects and rollout of new tools

What You Bring To The Position

• Completed training; Bachelor’s degree preferred (e. g. , Management, Engineering, other fields possible)
• Proven experience in a similar role (health industry preferred)
• Excellent communication skills
• Strong organizational skills
• Service- and
  - oriented
• Structured and independent way of working
• Eye for detail
• Team player
• Good PC skills
• Fluent written and spoken Portuguese; good knowledge of English

Key Performance Indicators

• Customer satisfaction (survey results and
  - rater feedback)
• Full compliance with required standards and policies (NFCM controls)
• Compliance with order management deadlines

Desirable

• Experience in customer service and knowledge of common ordering systems and order management tools (SAP)
• Experience in production operations, sales desirable

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 to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

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

Additional details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Pharmaceutical Manufacturing