Job Description Summary

-Generate the best customer experience to the pharmacy, to all customers served by Customer Care through a deep customer knowledge, personalized and proactive attention. Be the first contact line for the sales force with central, making an exhaustive follow-up of the consultations and / or incidents generated in a client through this.Experienced sales support professionals responsible for delivering key sales support services (Training, analysis, demand planning etc).

Job Description

Major accountabilities: 

• Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team and also engaging HCPs for expense payout.
• Receive and issue calls to provide a nearby service and customer resolution through personalized follow-up.
• Advice and provide information on the company's value proposition, regarding products, commercial conditions and added value.
• Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.
• Record and analyze all the information to help better customer knowledge and enhance customer experience -Collaborate with Customer Care Manager and Customer Care Process Assurance Lead exchanging information as a development strategy of business and marketing.
•  Provide feedback on the efficiency of oriented processes to improve the customer experience.
• Be the first contact line for the sales force with central, making an exhaustive monitoring of the consultations and / or incidents generated for a client.
• Manage the order processing for pharmacies, taking responsibility for the management of the monthly order, as well as for any other operational process that client demands.
• Management of returns due to expired and lack of rotation.
• Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler.
•  Calculation of impact in the pharmacy.
•  Communication to the sales network and the pharmacy for its management.
• Coordination of the implementation of the value proposition in the pharmacy.
• Implementation of the multi-channel engagement plan with the pharmacy
• Drive process excellence by understanding current ways of working and proactively identifying simplification opportunities that improve efficiency, accuracy, planning, and overall business performance.
• Mindset with the ability to identify, prioritize, and execute high-impact business needs that accelerate sustainable business growth.
• Excellent communication, stakeholder management, and collaboration skills

 Key performance indicators:

• Customer satisfaction: yearly survey result & multi rater feedback from stakeholders.
• Compliance with order management deadlines.
• Sandoz Financial Control Framework control results related to customer service transactions.

 Minimum Requirements: 
  Work Experience:

• Basic understanding of sales / commercial processes.

 Skills:

• Accounts Receivable.
• Calls Handling.
• Curiosity.
• Customer Service.
• Efficiency.
• Installations (Computer Programs).
• Microsoft Access.
• Microsoft Excel.
• Mobile Devices.
• Relationship Building.
• CRM.

 Languages :

• Croatian.
• English.

Skills Desired

Accounts Receivable, Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce Crm