Business Performance

Job Description Summary

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape

Job Description

Generate the best customer experience to the pharmacy, to all customers served by Customer Care through a deep customer knowledge, personalized and proactive attention. 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.Experienced sales support professionals responsible for delivering key sales support services (Training, analysis, demand planning etc).

Major accountabilities: 

• Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team and also engaging HCPs for expense payout.

• Receive and issue calls to provide a nearby service and customer resolution through personalized follow-up.

• Advice and provide information on the company's value proposition, regarding products, commercial conditions and added value.

• Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.

• Record and analyze all the information to help better customer knowledge and enhance customer experience -Collaborate with Customer Care Manager and Customer Care Process Assurance Lead exchanging information as a development strategy of business and marketing.

•  Provide feedback on the efficiency of oriented processes to improve the customer experience.

• Be the first contact line for the sales force with central, making an exhaustive monitoring of the consultations and / or incidents generated for a client.

• Manage the order processing for pharmacies, taking responsibility for the management of the monthly order, as well as for any other operational process that client demands.

• Management of returns due to expired and lack of rotation.

• Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler.

•  Calculation of impact in the pharmacy.

•  Communication to the sales network and the pharmacy for its management.

• Coordination of the implementation of the value proposition in the pharmacy.

• Implementation of the multi-channel engagement plan with the pharmacy

 Key performance indicators:

• Customer satisfaction: yearly survey result & multi rater feedback from stakeholders.

• Compliance with order management deadlines.

• Sandoz Financial Control Framework control results related to customer service transactions.

 

What you'll bring to the role:

Essential Requirements:

• Bachelor's degree in Business Administration, Economics, Finance, or related field.

• 1-3 years experience working in an analytics or finance role

• Proven experience in data consolidation, and analysis.

• Strong analytical skills and experience in leveraging analytical tools and methodologies to drive business performance and insights.

• Demonstrated ability to work collaboratively with cross-functional teams and stakeholders to achieve business objectives.

• Prior experience working Microsoft excel incl. Pivot tables

• Languages: (English + local language)

Desirable Requirements:

• Experience with data visualization tools (e.g. QlikSense) and/or Data warehouse solutions (e.g. AWS)

• Prior experience leveraging market share and sales data sets (e.g. IQVIA, SAP sales).

You'll receive:

In addition to a market-competitive base salary, we offer:

• collaborative, supportive and open environment, where you are encouraged to share ideas;

• additional learning and skills growth;

• project based opportunities;

• cross country exposure;

• personal growth, training & worldwide career opportunities;

• well-being & flexible-hybrid working;

• incentive program, lunch allowance, employee recognition scheme, 28 days of annual leave, employee assistance program, parental & maternity leave.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported

Join us

Commitment to Diversity & Inclusion:

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

Skills Desired

Accounts Receivable, Calls Handling, Curiosity, 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

---