Field Support Specialist

Major accountabilities: 

• Timely order management using relevant system.
• Perform manual order entry for site-to-site material transfer orders.
• Issue credit and debits notes.
• Monitor email inboxes to ensure timely and accurate responses to customer inquiries regarding order status, shipping dates, product availability, and back orders.
• Perform order confirmation and inbound system booking for manually placed orders in the system.
• Act as a liaison with various departments throughout the company and be a trusted advisor to internal parties.
• Maintain and issue customer open order list.
• Maintain accurate and up to date working 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:

• Full compliance with required standards and policies (NFCM controls)
• Compliance with order management deadlines
• Process performance (e.g. order confirmation, confirm dates in the past)
• End-users trained according to the agreed training plan

Minimum Requirements: 

Work Experience:

• Operations Management and Execution.

Skills:

• Affiliate Marketing
• Auditing
• Calls Handling
• Conflict Resolution
• Customer Care
• Customer Requirements
• Customer Service
• Databases
• Installations (Computer Programs)
• Microsoft Access
• Oncology
• Order Management
• Relationship Building
• Sales Support
• SAP ERP

Languages:

• English