Customer Excellence Partner

at  Sandoz

CUSTOMER EXCELLENCE PARTNER

Sandoz is going through an exciting and transformative period as a global market leader in Generics and Biosimilar medicines.
Now as an independently listed company, Sandoz aims to increase its strategic focus, operate with greater agility, set clearer business objectives, enhance shareholder returns, and strengthen its culture for us, Sandoz associates. This is an exciting time in our history, and by creating a new and ambitious path, it will provide a unique opportunity for us all, both professionally and personally.

ABOUT THE ROLE:

The Customer Excellence Partner role is to provide an outstanding customer service experience for internal and external customers and support the Sandoz strategies and targets by processing retail sales orders, and credit claims, responding to product queries and managing wholesaler order fulfilment.

YOUR RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO:

• Timely order management using relevant systems: analyses, processes, and tracks orders. Process Retail sales orders received via phone/fax/e-mail accurately and promptly to meet transmission deadlines to wholesalers. Process all orders received from Wholesale/Direct customers accurately and according to agreed timeframe for warehouse dispatch.
• Investigate and process all customer requests for Credit according to policy and agreed turnaround time.
• Monitor email inboxes to ensure timely and accurate responses to customer inquiries regarding order status, shipping dates, product availability, and back orders.
• Receive and issue calls to provide customer resolution through personalized follow-up
• First point of contact for the sales force. Responsible for supporting sales representatives in processing orders or returns.
• Stock in Trade management: ensuring all wholesalers are holding ample stock levels by analyzing stock on hand and stock on order according to forecast
• Liaise with customers and Sandoz staff as required for policy or procedure updates, product back orders, price changes, new product launches.
• Maintain effective relationships with Sandoz Sales & Marketing teams, Quality Assurance, Medical Information, Supply Chain, Finance staff and 3PL warehouse teams to support the provision of excellent service.

WHAT YOU’LL BRING TO THE ROLE:

• Effectively manage their time and resources to ensure that work is completed efficiently
• Actively seek and identify new areas for learning. Regularly creating and taking advantage of learning opportunities, using newly gained knowledge and skills on the job and learning through their application
• Set high standards of performance for self and others. assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong customer service experience
• Attention to details. Excellent communication skills
• Problem solving and a good team player
• Intermediate SAP skills – or previous experience using SAP
• Intermediate Salesforce skills – or previous experience using SAP
• Intermediate excel skills