摘要
About the Role
Major Accountabilities
- Lead team (up to 8 people) located in Mexico City who will be responsible for directly interacting and supporting various cross functional Novartis internal teams, suppliers and stakeholders on key E2E programs and processes, understanding interconnectivity to support future optimizations
- Serve as subject matter expert across all elements of customer support including but not limited to delivery delays and escalations, order management, pre-production planning, billing/invoicing, logistics and associated system applications
- Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs
- Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery
- Lead select automation activities to improve quality and drive team productivity - 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 an 8-hour shift with two paid rest breaks and an unpaid lunch break
-This position will require holiday support for Customer Support (CS) team
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
Ideal Background
Education: Bachelor's degree required; Master's degree a plus
Languages: Fluent English, other languages desirable
Experience:
- 2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding of customer and patient services
- 2+ years of customer service/support experience
- Change management and project management experience
- Ability to drive results and lead a team
- 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; Spanish speaking a plus
- Proficient in \Excel, and navigating systems related to product ordering and case management preferred
- Knowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principles
- Ability to work a flexible staggered schedule (early mornings/ later evenings)
- Oncology experience preferred
Leadership Competencies
- People management
- Relationship building
- Problem solving
- Customer/patient-centric mindset
- Strong written and verbal communication skills
Location:
- Mexico City NOCC
- International/Domestic travel may be required for training and business meetings
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? http://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: http://talentnetwork.novartis.com/network
Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: http://www.novartis.com/careers/benefits-rewards
Accessibility and accommodation
Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
