The Role
Supports sales representatives, channel partners, pharmacies, and customers by managing orders, returns, stock analysis, product inquiries, reporting, and issue resolution. Provides personalized customer care, coordinates pharmacy value proposition implementation, monitors sales-force consultations, and identifies process improvements. Collaborates with sales, customer care, and marketing stakeholders while maintaining order-management compliance and financial controls.
Summary Generated by Built In
Job Description Summary
-Generate 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.
- Management of returns due to expired and lack of rotation.
- Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler.
- Calculation of impact in the pharmacy.
- Communication to the sales network and the pharmacy for its management.
- Coordination of the implementation of the value proposition in the pharmacy.
- Implementation of the multi-channel engagement plan with the pharmacy
- Drive process excellence by understanding current ways of working and proactively identifying simplification opportunities that improve efficiency, accuracy, planning, and overall business performance.
- Mindset with the ability to identify, prioritize, and execute high-impact business needs that accelerate sustainable business growth.
- Excellent communication, stakeholder management, and collaboration skills
Key performance indicators:
- Customer satisfaction: yearly survey result & multi rater feedback from stakeholders.
- Compliance with order management deadlines.
- Sandoz Financial Control Framework control results related to customer service transactions.
Minimum Requirements:
Work Experience:
- Basic understanding of sales / commercial processes.
Skills:
- Accounts Receivable.
- Calls Handling.
- Curiosity.
- Customer Service.
- Efficiency.
- Installations (Computer Programs).
- Microsoft Access.
- Microsoft Excel.
- Mobile Devices.
- Relationship Building.
- CRM.
Languages :
- Croatian.
- English.
Skills Desired
Accounts Receivable, Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce CrmSkills Required
- Basic understanding of sales and commercial processes
- Accounts receivable knowledge
- Customer service and customer care skills
- Calls handling experience
- Customer relationship management experience
- Microsoft Access proficiency
- Microsoft Excel proficiency
- Salesforce CRM experience
- Relationship-building skills
- English language proficiency
- Croatian language proficiency
Sandoz Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sandoz and has not been reviewed or approved by Sandoz.
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Healthcare Strength — Health, dental, vision, and prescription coverage are consistently described as core components across U.S. roles and materials. Feedback suggests the medical offering is broad and a standard pillar of the package.
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Retirement Support — A 401(k) plan with a company match described as generous is commonly included for U.S. roles. This savings support is positioned alongside other primary benefits as part of total rewards.
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Equity Value & Accessibility — Equity eligibility is noted for many positions and a global all‑employee share program is being introduced from 2026. These elements add upside beyond base salary and annual bonus.
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The Company
What We Do
Sandoz is the global leader in generic and biosimilar medicines. Our Purpose is to pioneer access to medicines for patients globally. We are on a mission to drive innovation in the healthcare industry by freeing up resources sustainably and responsibly while continuing to address global health challenges such as antimicrobial resistance. We are present in more than 100 countries and our medicines serve some 500 million people every year. We have two main global businesses: Generics - divided between standard generics and complex generics - and Biosimilars.
