Job Description Summary
Drive order management, support and develop all Trade Operations activities while ensuring products availability in the market. Coordinate daily operations efficiently and support customer service team. Act as functional expert to all company projects that Trade department is playing a significant role.
Job Description
Major accountabilities:
- Coordinate customer service team & related third parties (3PL, B2B vendors etc) to manage daily sales to wholesalers, hospitals and pharmacies from order taking to invoicing
- Focus on product availability ensuring all related KPIs: sales targets, supply plans, SiT etc
- Monitor in-market sales in relation to customer demand and ensure that Novartis sales are made solely to satisfy real local demand
- Propose actions and develop plans to ensure local market demand is fulfilled on a regular basis
- Provide support to management regarding monthly customer demand for all channels including partner’s deals
- Monitor performance of different channels sales based on KPIs.
- Lead projects related to SAP, B2B, e-invoicing or other projects that involves systems enhancement
- Act as Functional Trade expert for company projects with Trade involvement.
- Monitor 3PL performance and act as escalation point for customer service team.
- Leverage digital assets to support patients' journey and increase customer satisfaction.
- SAP Master data (incl Prices, Discount schemes)
- Approval and monitoring of Customer Master Data
- NFCM monthly monitoring and annual review
- Leading B2B activities regarding compliance, vendor management and technical support
- Participate in the development of Standard Operating Procedures (SOPs)
- Interact with senior management and contributes functional and operational input to other departments as appropriate
Key performance indicators:
- Customer satisfaction: yearly survey result and multi rater feedback from stakeholders.
- Compliance with order management deadlines.
- NFCM control results related to customer service transactions
Job Requirements:
- University degree in Business, Economics or Science, MBA or MSc in Supply Chain Management will be an asset.
- Excellent command of English language
- >5 years experience in multinational environment, preferably related to healthcare. Significant record of managing processes related to Trade, SCM etc.
- Project Management skills
- Customer oriented
- Confidence with technology and adaptability to changes
- Proactive problem solving approach
- Advanced communication skills
- Advanced analytical skills and attention to detail
- Strong SAP and technical capabilities
- Advanced MS office abilities
Skills Desired
Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service, Customer-Support, E-Learning, Field Service Management, Front-End Development, Order Management, Professionalism, Sales, Waterfall Model
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What We Do
Novartis is an innovative medicines company. Every day, working to reimagine medicine to improve and extend people’s lives so that patients, healthcare professionals and societies are empowered in the face of serious disease. Our medicines reach more than 250 million people worldwide.
