Customer Service Manager

Sep 30, 2021
United Kingdom

Job Description

Job Purpose:

Customer Service Manager will provide direction, instructions and guidance to the Customer Service Team, ensuring that the team members are providing high quality customer service in line with the company’s values, policies, Good Distribution Practice (GDP) and MHRA regulations.

Your responsibilities:

Your responsibilities include, but are not limited to:
• Build and maintain business relationship with clients by providing prompt and accurate service contributing to excellent company reputation
• Ensure delivery of high-quality customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires
• Ensure appropriate stock levels are maintained and orders are placed with internal and external suppliers
• Mentor and develop Customer Service team members and provide training on best practices
• Assist the Customer Service Representatives with day to day case load, taking lead on difficult cases
• Monitor the team’s performance including KPI reporting
• Where appropriate act as an escalation point with any questions for the Customer Service Representatives
• Manage day-to-day relationship with 3rd Party Logistics company
• Ensure Customer Service Processes comply with GDP, are well documented and staff are trained
• Manage product tenders and framework agreements
• Close collaboration with Quality, Finance, Global Logistics and Sales teams

Diversity & Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.

Minimum Requirements

What you’ll bring to the role:

• Min A level educated
• Leadership skills along with flexibility, initiative and resilience to the pressure of balancing workload and time scales
• Experience of process design and implementation.
• 3+ years managerial experience
• Excellent customer service and attention to detail.
• Knowledge of the team members strengths, areas of development and motivations that will drive the department forward
• Good coaching skills
• Excellent telephone and customer service skills with the ability to work as part of a team and on their own
• Conflict management
• Excellent written and verbal communication skills
• Experience working in a customer service environment
• Good IT skills and experience with MS Office, especially Excel
• Ability to work under pressure and to tight deadlines.
• High attention to detail
• Strong problem-solving skills

You’ll receive:

Competitive salary, Annual bonus, Pension scheme, Share scheme, Health insurance, 25 days annual leave, Flexible working arrangements, subsidized dining facilities, Employee recognition scheme, learning and development opportunities.

Why consider Novartis?
769 million. That’s how many lives our products touched in 2020. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

Imagine what you could do at Novartis!

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:

Novartis Ireland Ltd. has been certified as a Top Employer 2021 by the Top Employers Institute for its exceptional employee offerings!

#LI-NOV = Novartis
United Kingdom
Full Time
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Customer Service Manager

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