Job ID 304639BR Position Title Head Customer Service (80-100%*) Apply to Job
Job Description
1886! We have more than 130 years of experience in treating patients. A division of Novartis, Sandoz is a global leader in generic and biosimilar medicines, committed to driving access to medicine worldwide!
As the Head Customer Service, you lead and manage all aspects of Sales Administration / Operations including order management and master data maintenance to ensure uninterrupted business operations.
You motivate and develop the Customer Service team to provide customers the best possible service as key advantage to support an increasing growth of customer basis and customer loyalty.
Your Responsibilities:
• Drive development for the reactive Customer Service team (complaint management, issue resolution) towards proactive Customer CARE for selected, premium customer groups.
• Create a unique customer experience based on proactive and high quality customer service as a USP.
• Drive transactional efficiency; Make business as easy as possible for Sandoz customers and automatize processes for customers FF to focus time with patients and in field.
• Integration of supportive tools and systems to drive customer and FF service quality and efficiency (e.g. Customer Platform, SO-Analytics, SCOUT Omnichannel and Order Management)
• Develop and implement concept to integrate Customer Service outbound sales and omnichannel concept in strong collaboration with commercial/sales to increase customer satisfaction and reach customers and time and channel of their preference.
• Keep updated: SOP’s and NFCM controls, in compliance with internal audits.
• Monitor timely order collection by the warehouse and booking in ERP systems, inventory available to promise and proper follow up with the logistic operator concerning order preparation, shipping and delivery to customers.
• Monitor of Returns/Recall process, ensure timely collection of returns from customers, transport to logistics operator, treatment, final disposition, destination of all returned goods.
Minimum requirements
What you'll bring to the role:
• University degree in the area of Supply Chain Management, Business Administration or Industrial Engineering
• 3+ years experience in customer service, ideally in the Pharma industry
• German & English (fluent)
• Leadership experience
• Experience in change management, improving processes and project management as well as supporting audits
Why consider Sandoz?
Our number 1 priority is to pioneer patient access to better healthcare. We are a company of firsts. 1st to develop an oral penicillin antibiotic. 1st to develop and launch biosimilars. 1st to launch an FDA-cleared digital therapeutic. And we never stop asking: how can we continue to pioneer access in an ever-more digital and global world?
The answers come when curious, courageous and collaborative people are empowered to ask new questions, make bold decisions and take smart risks.
Sandoz, a Novartis division, is a leader in generic and biosimilar medicines and a pioneer in digital therapeutics.
Imagine what you could do at Sandoz!
Commitment to Diversity & Inclusion:
Sandoz, a Novartis company, embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.
*Some restrictions on flexible working options may apply and will be discussed during interview if applicable.
Join our Novartis Group Network:
If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:
talentnetwork.novartis.com/network Division SANDOZ Business Unit COMMERCIAL OPS EUROPE SZ Location Switzerland Site Rotkreuz Company/Legal Entity Sandoz Pharmaceuticals AG Functional Area Sales Job Type Full Time Employment Type Regular Shift Work No
