Band
Level 3
Job Description Summary
#LiHybridLocation: Santo Amaro, Brazil.
Novartis does not offer relocation support for this position: please apply only if this position is accessible to you.
The Junior Customer Service Analyst generates 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).
Job Description
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.
Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler.
Communication to the sales network and the pharmacy for its management.and coordination of the implementation of the value proposition in the pharmacy.
Minimum Requirements:
University Degree or technical diploma.
At least 2 years of experience in Customer Service roles, ideally within pharmaceutical industry.
Understanding of sales / commercial processes.
Strong communication skills.
Fluent in Portuguese. Good knowledge of English.
Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Careers: https://www.novartis.com/careers
Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.
Skills Desired
Accounts Receivable (AR), Calls Handling (Inactive), Customer Care, Customer Experience (CX), Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Installations (Computer Programs) (Inactive), Microsoft Access, Operational Efficiency, Relationship Building, Sales, Salesforce (Software)