About the role

Aplyr's Quick Take

This role is about managing the Sales Administration and Operations team, focusing on order management and supporting sales representatives. You'll be involved in training, problem resolution, and ensuring customer service processes are followed. It's primarily an individual contributor role with some leadership responsibilities.

Good fit

Ideal candidates have a background in marketing or sales within the healthcare or pharma sectors, with experience in customer service. A collaborative working style and strong problem-solving skills will help you thrive here.

Worth noting

The role emphasizes compliance and customer satisfaction metrics, which may indicate a high-pressure environment. The focus on training and development suggests a commitment to team growth but may also imply a need for strong leadership skills.

Job Description Summary

-Lead and manage all aspects of the Sales Administration/ Operations team within a significant country including order management team; site-to-site material purchasing process and master data maintenance to ensure uninterrupted business operations. Manage team activities including resources allocation based on workload and priorities, professional development, reporting and delivery of group objectives.Leads a key area of sales support within a significant county (Sales training, Analytics, Sales Operations). Develop an effective through training and coaching or management of key commercial programmes

Job Description

Major accountabilities:

Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team and engaging HCPs for expense payout.
Follow up on sales orders and provide status updates; update customer lists business wise.
Research and resolve escalated problems and issues, including issues related to order management, accounting and invoicing.
Communicate status of problems and solutions to customers and other appropriate parties.
Ensure team adherence to all processes and working procedures related to customer service.
Coordination of process changes and maintenance of customer service SOP’s.
Ensuring new team members receive the required level of system support and training to efficiently and effectively perform appointed role.
Approval of SOP/ GxP document as main responsible and accountable person for the content and the applicability of the mentioned procedures.
Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt.
Distribution of marketing samples (where applicable)

Key performance indicators:

Customer satisfaction: yearly survey result and multi rater feedback from stakeholders.
Compliance with order management deadlines.
NFCM control results related to customer service transactions.

Minimum Requirements:

Work Experience:

Marketing in Healthcare / Pharma business.
Sales in Healthcare / Pharma / related business.

Skills:

Calls Handling
Customer Care
Customer Experience
Customer Relations
Customer Satisfaction
Customer Service
Customer-Support
E-Learning
Field Service Management
Order Management
Professional Ethics
Sales
Waterfall Model

Languages:

English

Skills Desired

Calls Handling, Customer Care, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service, Customer-Support, E-Learning, Field Service Management, Order Management, Professional Ethics, Sales, Waterfall Model

Aplyr's read

Novartis is a Swiss-based global healthcare leader, known for its focus on innovative medicines and commitment to addressing patient needs through diverse roles.
Synthesized from recent postings & public sources

What's promising

•Novartis invests heavily in research and development, driving innovation in pharmaceuticals.
•The company offers a wide range of global career opportunities across various fields.
•Strong focus on cutting-edge therapies, including gene therapy and AI-driven solutions.

What to watch

•Regulatory challenges can impact the speed of drug approval and market entry.
•High competition in the pharmaceutical industry requires constant innovation to maintain market position.
•Complex organizational structure may slow decision-making processes.

Why Novartis

•Novartis has a robust pipeline of innovative medicines, setting it apart in the healthcare sector.
•The company emphasizes a diverse and inclusive workplace culture across its global operations.
•Novartis is a leader in digital transformation within pharmaceuticals, integrating AI and data science.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Novartis

Novartis

novartis.com

View company

Novartis is a global healthcare company based in Switzerland that provides solutions to address the evolving needs of patients worldwide. It focuses on innovative medicines, generics, and eye care.