Customer Care Coordinator

Summary Job title on the advert is Customer Care Coordinator. The closing date for this role is Thursday 20th of June 2024. Location: London Office with Hybrid working (12 days per month in the office). #LI Hybrid About the role: We are seeking a Customer Care Associate who will be responsible to provide total support for the end-to-end Order to Cash process and associated responsibilities, for all customers within Novartis Pharmaceuticals UK. The position is responsible to ensuring all service levels and compliance requirements are adhered to and met. If you are looking for an exciting opportunity to use your skills and experience to make a real impact on a global scale, then we would love to hear from you! About the Role

Key Responsibilities:

• To support customer care standard order fulfillment operations in accordance with Novartis Standard Terms and Conditions and UK pharmaceutical legislation, as directed by the Commercial Operations Manager.
• Responsible for ensuring allocated tasks are delivered to the agreed standards and that all relevant KPI’s and service level agreements are met.
• To ensure the integrity of financial, regulatory and quality controls.
• Where requested ensure SOP’s (Standard Operating Procedures) exist, are updated to reflect current operations and are read & understood.
• Process all Sales Orders to agreed standard of accuracy.
• Ensure effective written and verbal communications to customers where appropriate.
• Manage emergency/same day deliveries, communicating with the Third Party Logistics providers (3PLs) and customers to ensure deliveries are on time.
• Communicate and become the central point of contact for customers on matters regarding their orders to ensure that orders are processed in an accurate and timely fashion.

Essential Requirements:

• Degree level or equivalent.
• Industrial Engineering, Economics.
• Experience of order processing and customer services within a busy, fast moving, pressured sales environment for a Global company.
• Experience and ability to meet monthly sales targets via customer order processing, delivery monitoring through to the invoicing stage.
• Data entry demonstrating excellent speed, numeracy and accuracy with good communication and interpersonal skills.
• Knowledge of computerized order processing/invoicing systems.
• Experience in cross functional working.
• Ability to problem-solve under pressure.
• Stakeholder management experience.

You are kindly invited to submit your application in English language, including CV.

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 morehere: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive:
Competitive salary, Annual bonus, Flexible working schedule, tailored to your needs, possibility to work from home, Pension scheme, Employee Recognition Scheme, Expanded program for the promotion of health in the field of physical, mental and social well-being, Unlimited learning and development opportunities.

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.

Join our Novartis Network:
If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Division International Business Unit Pharmaceuticals Location United Kingdom Site London (The Westworks) Company / Legal Entity GB16 (FCRS = GB016) Novartis Pharmaceuticals UK Ltd. Functional Area Technical Operations Job Type Full time Employment Type Regular Shift Work No