Commercial Specialist

Description

### **Summary** Deliver the best customer experience to pharmacies and all customers served by Customer Care through deep customer knowledge, personalized and proactive service. Serve as the first line of contact between the sales force and headquarters, conducting thorough follow-up on inquiries and/or incidents generated by a customer through this channel. Experienced sales support professionals responsible for delivering key sales support services (training, analytics, demand planning, etc.). ### **About the Role** Major Accountabilities \~ Responsible for supporting sales representatives and channel partners in order/return processing; provide metrics/reports to the sales team and also engage HCPs for expense reimbursement. \~ Receive and make calls to deliver close customer service and issue resolution through personalized follow-up. \~ Advise and provide information on the company’s value proposition regarding products, commercial terms, and added value. \~ Track orders and resolve customer queries regarding products, pricing, delivery, availability, and features. \~ Record and analyze all information to help improve customer knowledge and enhance the customer experience. \~ Collaborate with the Customer Care Manager and the Customer Process Assurance Lead by exchanging information as a business development and marketing strategy. Provide feedback on process efficiency aimed at improving the customer experience. \~ Serve as the first line of contact between the sales force and headquarters, conducting thorough follow-up on inquiries and/or incidents generated for a customer. \~ Manage order processing for pharmacies, assuming responsibility for monthly order management as well as any other operational processes required by the customer. \~ Manage returns due to expiry and lack of rotation. \~ Process and track platform orders: start date, completion date, product substitution, and inclusion of new products. \~ Analyze inventory status: internal stock levels and channel stock levels by wholesaler. Calculate impact on pharmacies. Communicate findings to the sales network and pharmacies for management. \~ Coordinate implementation of the value proposition at pharmacies. \~ Implement the multichannel engagement plan with pharmacies Key Performance Indicators \~ Customer satisfaction: results from the annual survey and feedback from multiple stakeholders’ evaluators. \~ Order management timeline adherence. \~ NFCM control results related to customer service transactions. Work Experience \~ Understanding of sales/commercial processes Skills \~ Accounts receivable \~ Call handling \~ Curiosity \~ Customer service \~ Customer experience \~ Customer relationship management (CRM) software \~ Customer requirements \~ Customer service \~ Effectiveness \~ Facilities (software programs) \~ Microsoft access \~ Microsoft Excel \~ Mobile devices \~ Relationship building \~ Sales \~ Salesforce CRM Language English **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 **Benefits and Rewards:** Learn about all the ways we’ll help you thrive personally and professionally. Read our handbook (PDF 30 MB) Division International Business Unit Marketing Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Sales Job Type Full time Employment Type Regular Shift Work No ### **Accessibility Adjustments** Novartis is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please email \[email protected] and let us know the nature of your request and your contact information. Please include the position number in your message.