Customer Insights & Engagement Manager

Major accountabilities:

• 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.
• 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)

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.

Minimum Requirements: 

Work Experience:

• Marketing in Healthcare / Pharma business.
• Sales in Healthcare / Pharma / related business.

Skills:

• Calls Handling
• Customer Care
• Customer Experience
• Customer Relations
• Customer Satisfaction
• Customer Service
• Customer-Support
• E-Learning
• Field Service Management
• Order Management
• Professional Ethics
• Sales
• Waterfall Model

Languages:

• English