Jul 14, 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

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


Academic degree or equivalent experience


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

Locations: Geneva/Basel/Rotkreuz or home office any location in Switzerland
Full Time
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Customer Service Representative Switzerland (80-100%)

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