Customer Service Manager
hace 2 semanas
2023 will potentially see Sandoz become a standalone organization Already a global market leader in Generics and Biosimilar medicine, this is an exciting, once-in-a-career opportunity to set our own path forward as an independent, purpose-driven organization, and as the founders of a new Sandoz, this is a time of immense opportunity for us all, both professionally and personally
Together we will shape the future of Sandozare you ready to make a difference?
Your Key Responsibilities:
Your responsibilities include, but not limited to:
- Lead and manage all aspects of the Sales Administration/ Operations team within a significant country including order management team; site-to-site material purchasing process and master data maintenance to ensure uninterrupted business operations.
- Manage team activities including resources allocation based on workload and priorities, professional development, reporting and delivery of group objectives.
- Leads a key area of sales support within a significant county (Sales training, Analytics, Sales Operations).
- Develop an effective through training and coaching or management of key commercial programmes
- Responsible for providing support to the Sales & Key Account Management function in the areas of Sales Administration/ Customer Service
- Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team and engaging HCPs for expense payout.
- Follow up on sales orders and provide status updates; update customer lists business wise.
- Develop an effective sales suport team through training and coaching or management of key commercial programs.
- Organize workload within the team to make sure that service is efficiently executed & uninterrupted at all times.
- Review. approve (within NFCM guidelines) Credit Notes, Debit Notes and Customer Protocols.
- Ensure all month end activities are coordinated within customer service and completed within reporting timelines.
- Research and resolve escalated problems and issues, including issues related to order management, accounting and invoicing.
- Communicate status of problems and solutions to customers and other appropriate parties.
- Ensure team adherence to all processes and working procedures related to customer service.
- Coordination of process changes and maintenance of customer service SOP’s.
- Ensuring new team members receive the required level of system support and training to efficiently and effectively perform appointed role.
- Approval of SOP/ GxP document as main responsible and accountable person for the content and the applicability of the mentioned procedures.
- Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt
- Distribution of marketing samples (where applicable)
**Commitment to Diversity & Inclusion**:
- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._
**Minimum requirements**
- Degree in social sciences, technical or business discipline
- Broad knowledge (minimum 2 years) in SCM. Experience with ERP and other software (SAP, MS office, etc.)
- Fluent in Spanish and English
- Desirable: Further training or experience in Supply Chain Management (e.g. APICs), Project Management, Operations Management and Purchasing
**Division**
Operations
**Business Unit**
NTO SANDOZ TECHOPS
**Country**
Chile
**Work Location**
Región Metropolitana
**Company/Legal Entity**
Novartis Chile S.A
**Functional Area**
Sales
**Job Type**
Full Time
**Employment Type**
Regular
**Shift Work**
No
**Early Talent**
No
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