RLT Customer Support

Summary

The Associate E2E Process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, billing/invoicing processes and lo-gistics, GPS, and systematizing updates to customers. They will also assist with cus-tomer related inquiries as needed.

About the Role

Major Accountabilities

- Manage day-to-day operational processes, including but not limited to order scheduling and fulfilment, internal case management, pre-production planning, billing/invoicing processes and logistics, GPS, systematizing updates to customers (i.e. batch release, delivery updates, system-specific site on boarding, etc)

-Complete manual data entry

-Support select process improvement activities associated with customer service operations

-As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads

-Assist with customer related inquiries based on customer needs/demand

- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines

- Ability to work the scheduled work hours, which generally will be an 8-hour shift with two paid rest breaks and an unpaid lunch break

-This position will require holiday support for CS team

Ideal Background:

Education:

Bachelor's degree required

Languages:

Fluent English, other languages desirable

Location:

This role will require a specific number of days to be in office in Mexico City

Experience:

• 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
• Ability to manage multiple projects and consistently meet deadlines
• Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
• Detail oriented problem solver who can make clear-headed decisions while under pressure
• Experience with systems enabling program end-to-end program operations, including but not limited to customer-facing digital portals, internal case management platforms as well as production planning and financial billing/invoicing tools
• Proficient in PowerPoint and Excel, and telephony
• Potential Shifts: 4am-12:30pm, 7:30-4pm, 8:30-5pm and 11:30-8pm
• This role will support monitoring and logistics operations in ET, start shift will vary.
• Oncology experience preferred

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Division
US

Business Unit
Innovative Medicines

Location
Mexico

Site
INSURGENTES

Company / Legal Entity
MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.

Functional Area
Technical Operations

Job Type
Full time

Employment Type
Regular

Shift Work
No