Key Responsibilities:

• 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)

Essential Requirements:

• Bachelor's degree in any relevant discipline.
• Minimum 3 years of experience in relevant Commercial functions, Regulatory Affairs and/or Quality in MNCs in the Pharma/Healthcare industry.
• Excellent English Language proficiency.
• Proven track record in managing diverse stakeholders (Internal and External).

Desirable Requirements:

• People Management experience.
• Project Management experience.
• Master’s Degree in a relevant discipline.

Commitment to Diversity and Inclusion:

Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

Novartis is a proud member of the ILO Global Business and Disability Network and the Valuable 500, promoting the inclusion of people with disabilities in workplaces around the world. We also collaborate with international partners, such as Disability: IN, Purple Space, and Business Disability Forum to identify and develop best practice solutions to enable people with disabilities to participate as equal members of our organization.

Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.

Skills:

• Calls Handling.
• Curiosity.
• Customer Care.
• Customer Experience.
• Customer Relations.
• Customer Satisfaction.
• Customer Service.
• Customer Support.
• E-Learning.
• Field Service Management.
• Front-End Development.
• Order Management.
• Professionalism.
• Project Management.
• Sales.

Languages:

• Arabic.
• English.