Customer Service Analyst

Band

Level 3

 

Job Description Summary

The Customer Service Analyst generates the best experience to all customers served through a deep customer knowledge, personalized and proactive attention.

Handles inquiries, resolves customer issues, manages processes from order to invoice and ensures customer satisfaction.
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.

 

Job Description

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.

 

Skills Desired

Accounts Receivable, Calls Handling, Curious Mindset, 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