RLT Account Customer Support Associate - East Hanover, NJ

Band

Level 2

 

Job Description Summary

HQ based, East Hanover, NJ - relocation not available - SHIFT 7:30 AM - 4:00 PM

The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email.

 

Job Description

- Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery

- Answer questions from Novartis NPS field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and timely customer feedback

- Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.

- Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery. Ability to complete all calls once they have begun to ensure no interruption of service.

- Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner

- Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up

- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines

- Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team

- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Education (minimum/desirable):

Bachelor's degree required

Languages:

Fluent English, other languages desirable

Experience:

• 1+ years of progressive business experience in the bi-opharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services

• Ability to manage multiple projects and consistently meet deadlines

• Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments

• Detail oriented problem solver who can make clearheaded decisions while under pressure

• Strong written and verbal skills

• Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred

• Ability to work a flexible staggered schedule (early mornings/ later evenings)

• Oncology experience preferred

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

 

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

 

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings

 

Salary Range

$60,600.00 - $112,600.00

 

Skills Desired

Administrative Assistance, Adobe InDesign, Advertising Campaigns, Business Networking, Communication Skills,