Jul 06, 2022

Job Description

Job Purpose:

Customer Service Representative will deliver excellence in all customer interactions. The post holder will provide direct support to the sales team in delivering pre-sale and post-sale customer service. In depth knowledge of the company’s customer service policies and excellent product
knowledge will be critical for offering quick and accurate assistance to customers.

Major Activities:

Order Management:
- Create new customers accounts in the different databases
- Update customer’s data when changing (contact details, authorization number ...)
- Responsible for receiving, processing and verifying purchase orders and complaints through phone and email
- Enter the orders in the systems
- Processing specific orders: MAP/CUP doses, calibration doses, urgent orders, orders not in the timelines (-15d), late cancellations (-7d)
- Check/follow-up on the orders with accounting:
 Check/update/consolidation data between the different software and sales
 Update of the commercial terms in the system: transportation costs, commercial discounts...
- Manage the order change fees in accordance with the contract
- Set up in the system the delivery notes and send them to the customers
- Manage the proforma invoices.
Monitor order delivery:
- Review and follow-up orders from entry to deliver to ensure on time delivery
- Manage the order changes
- Report failed doses to the appropriate people and help/assist hospitals with rescheduling (interface between the manufacturing site and the customer)
- Manage the transport issues: delivery error, delay in delivery ...etc.
- Resolve any order related issues with internal departments and other parties
- Communicate frequently with customers to ensure all delivery needs are met
- Send the release documentation when not received by the customer
- Prepare and review reports and communicate with customers and internal departments
- Weekly and monthly reconciliation with Patient Safety
- Work closely with accounting to help reconcile past due invoices, credit notes and complaint to customers

Key Performance Indicators:

Quality – providing high quality customer service/ excellent customer feedback

Time – ensuring that all tasks are completed on time

Accuracy/ Attention to details – ensuring that all reports, data inputs and information provided to internal and external stakeholders are accurate and of high quality

Diversity & Inclusion / EEO

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

Minimum Requirements

Education: Higher education degree or role equivalent experience

Languages: English and German proficiency required. French an asset

Experience / Professional requirements:

• Excellent telephone and customer service skills with the ability to work as part of a team and on their own
• Customer service experience min- 1-3 years
• Experience in Healthcare organization preferred
• Excellent written and verbal communication skills
• Experience working in a customer service environment
• Good knowledge of computers and MS Office
• Ability to work under pressure and to tight deadlines.
• High attention to detail
• Strong problem-solving skills

Location: Geneva or any location in Switzerland
Full Time
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Customer Service Representative Switzerland (80-100%)

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