Customer Service Analyst

Major accountabilities:

• Manage incoming calls and promptly respond to customer inquiries, taking ownership of customer follow-up and communication.
• Resolve customer complaints, identify and assess their needs to ensure customer satisfaction.
• Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team.
• Provide feedback on the efficiency of oriented processes to improve the customer experience.
• Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.
• Manage the whole processes from order to invoice to hospitals.
• Stock situation analysis: Internal stocks and level of stock in the channel.
• Keep databases and related documents updated, including adherence to SOX-based controls.
• Collaborate with internal stakeholders across different functions, including Manufacturing, Sales, Logistics, and Finance, and offer support to customers and sales team members by providing information and creating reports.
• Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt.

Essential Requirements:

• Minimum Bachelor degree.
• Previous experience in customer service within structured international organizations.
• Familiarity with ERP systems and practices.
• Problem solving approach in order to ensure customer satisfaction.
• Fluent in Spanish. Good knowledge of English.

Desirable requirements:

• Previous experience within the pharmaceutical industry.
• Knowledge of SAP and other IT tools.