2022 Customer Excellence Partner

About Novartis

Novartis is a global healthcare company based in Switzerland that provides solutions to address the evolving needs of patients worldwide. As a leading global medicines company, Novartis uses innovative science and digital technologies to create transformative treatments in areas of great medical need.

Your role

The Customer Excellence Partner's role is to provide an outstanding customer service experience for internal and external customers and support the Sandoz strategies and targets by processing retail sales orders and credit claims, responding to product queries, and managing wholesaler order fulfillment.

Your responsibilities include, but are not limited to:

• Timely order management using relevant systems: analyses, processes, and tracks orders. Process Retail sales orders received via phone/fax/e-mail accurately and promptly to meet transmission deadlines to wholesalers. Process all orders received from Wholesale/Direct customers accurately and according to an agreed timeframe for warehouse dispatch.
• Investigate and process all customer requests for Credit according to policy and agreed turnaround time.
• Monitor email inboxes to ensure timely and accurate responses to customer inquiries regarding order status, shipping dates, product availability, and backorders.
• Receive and issue calls to provide customer resolution through personalized follow-up
• First point of contact for the sales force. Responsible for supporting sales representatives in processing orders or returns.
• Stock in Trade management: ensuring all wholesalers are holding ample stock levels by analyzing stock on hand and stock on order according to forecast
• Liaise with customers and Sandoz staff as required for policy or procedure updates, product back orders, price changes, and new product launches.
• Maintain effective relationships with Sandoz Sales & Marketing teams, Quality Assurance, Medical Information, Supply Chain, Finance staff, and 3PL warehouse teams to support the provision of excellent service.

Training, development & rotations

Novartis is committed to developing all people making sure that roles, which are critical for the organisation and business, have the optimal support to deliver great value. Novartis has comprehensive succession planning and development programs across different levels of the organisation to build the right capabilities so that it can keep delivering on its purpose to reimagine medicine. Read more. 

Salary & benefits

Roles in the R&D and Manufacturing industry may earn an average of A$62,000 to A$71,000. (Source: Prosple Salary Guide)

Novartis offers a range of benefits including:

1. Employee Assistance Program
2. Corporate superannuation options
3. Corporate health cover programs
4. Read more.

Work life balance

Where possible, Novartis gives you the choice of when, where, and how you work in order to manage the demands and priorities of your professional and personal life with sustainable impact. Novartis has access to the latest collaborative technology, flexible workspaces, and servant leaders that have role-modelling flexibility. Read more.

To know more about the Work-life balance at Novartis, watch this video:

Culture & vibe

Novartis has a clear mission, focused strategy, and strong culture, all of which they expect will support the creation of value over the long term for the company, its shareholders, and society. Novartis recognises that its business depends on the creativity, dedication, and performance of its associates. They encourage associates to focus on achievement through collaboration and innovation.

To know more about Novartis culture, watch this video:

About you

To be successful in this role, you will bring:

• Effectively manage their time and resources to ensure that work is completed efficiently
• Actively seek and identify new areas for learning. Regularly creating and taking advantage of learning opportunities, using newly gained knowledge and skills on the job, and learning through their application
• Set high standards of performance for self and others. assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong customer service experience
• Attention to detail. Excellent communication skills
• Problem-solving and a good team player
• Intermediate excel skills

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to Novartis.