Lead, Atp Customer Support
hace 1 semana
**Summary**:**About the Role**:**Major Accountabilities**- Lead team (up to 8 people) located in Mexico City who will be responsible for directly interacting and supporting various cross functional Novartis internal teams, suppliers and stakeholders on key E2E programs and processes, understanding interconnectivity to support future optimizations- Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs- Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery- Lead select automation activities to improve quality and drive team productivity - Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines- Ability to work the scheduled work hours, which generally will be an 8-hour shift with two paid rest breaks and an unpaid lunch break- This position will require holiday support for Customer Support (CS) team- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.**Ideal Background****Education**: Bachelor's degree required; Master's degree a plus**Languages**:Fluent English, other languages desirable**Experience**:- 2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding of customer and patient services- 2+ years of customer service/support experience- Change management and project management experience- Ability to drive results and lead a team- Ability to manage multiple projects and consistently meet deadlines- Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments- Detail oriented problem solver who can make clear-headed decisions while under pressure- Strong written and verbal skills; Spanish speaking a plus- Proficient in \Excel, and navigating systems related to product ordering and case management preferred- Knowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principles- Ability to work a flexible staggered schedule (early mornings/ later evenings)- Oncology experience preferred**Leadership Competencies**- People management- Relationship building- Problem solving- Customer/patient-centric mindset- Strong written and verbal communication skills**Location**:- Mexico City NOCC- International/Domestic travel may be required for training and business meetingsDivisionUSBusiness UnitInnovative MedicinesLocationMexicoSiteINSURGENTESCompany / Legal EntityMX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.Functional AreaTechnical OperationsJob TypeFull timeEmployment TypeRegularShift WorkNo**Accessibility and accommodation**:Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
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Lead, Atp Customer Support
hace 1 semana
Insurgentes, México Novartis A tiempo completo**Summary**: **About the Role**: **Major Accountabilities** - Lead team (up to 8 people) located in Mexico City who will be responsible for directly interacting and supporting various cross functional Novartis internal teams, suppliers and stakeholders on key E2E programs and processes, understanding interconnectivity to support future optimizations -...
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Associate, Rlt Customer Support
hace 1 semana
Insurgentes, México Novartis A tiempo completo**Summary**:The Associate E2E Process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, site onboarding, billing/invoicing processes and logistics, GPS, and systematizing updates to customers. They will also assist with...
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Associate, Rlt Customer Support
hace 1 semana
Insurgentes, México Novartis A tiempo completo**Summary**: The Associate E2E Process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, site onboarding, billing/invoicing processes and logistics, GPS, and systematizing updates to customers. They will also assist with...
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Rlt Customer Support
hace 6 días
Insurgentes, México Novartis A tiempo completo**Summary**: The Associate E2E Process management role is responsible to manage day-to-day operational processes, including but not limited to order scheduling and fulfillment, in-ternal case management, pre-production planning, billing/invoicing processes and lo-gistics, GPS, and systematizing updates to customers. They will also assist with cus-tomer...
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Demand Support Lead
hace 21 horas
Insurgentes, México Novartis A tiempo completo**Summary**:The Demand Support Lead will be responsible for supporting Demand Management processes & leading TACTPlan product onshore helpdesk activities. (TACTPlan is single source of truth web platform facilitating the planning & execution of tactics and scopes across the Integrated Marketing Organization). The Demand Support Lead will be responsible for...
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Rlt Account Customer Support Associate
hace 6 días
Insurgentes, México Novartis A tiempo completo**Summary**: **About the Role**: **Major Accountabilities** - Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery - Answer questions from Novartis NPS field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and...
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Customer Experience and Omnichannel Manager
hace 2 semanas
Insurgentes, México Novartis A tiempo completo**Summary**:Location: Mexico City, #LI-HybridAbout the role:Design and lead the customer experience and engagement strategy aligned to business objectives with a strong focus on customer needs.**About the Role**:**Key responsibilities**:- Build omnichannel strategies that effectively supports product strategies- Lead channel strategy ensuring channel...
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Associate Director, Implementation Lead
hace 3 semanas
Insurgentes, México Novartis A tiempo completo**Summary**:Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued...
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Customer Model
hace 21 horas
Insurgentes, México Novartis A tiempo completo**Summary**:Location: Mexico City, #LI-HybridAbout the role:Enable our innovative external / customer focus model that shapes our marketing and go-to-market strategies per disease area and HCS archetypes.Shape the path for building and adopting new marketing and go-to-market capabilities to increase engagement and growth.Improve customer experience and...
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Insurgentes, México Novartis A tiempo completo**Summary**: To plan and lead Category initiatives for a clearly defined sub-category within the Patient Support Services for the biggest market in Americas; to develop the sub-category strategy as part of the wider Category Strategy; to lead proactive sourcing projects, specification definition and demand management, as well as manage sub-category-specific...
