Commercial Specialist

Description

### **Summary** Delivers the best pharmacy customer experience to all customers served by Customer Care through deep customer knowledge, personalized and proactive attention. Serves as the first point of contact for the sales force with headquarters, providing comprehensive follow-up on consultations and/or incidents generated by a customer through this channel. Experienced sales support professionals responsible for delivering key sales support services (training, analysis, demand planning, etc.). ### **About the Role** Major Accountabilities \~ Responsible for supporting sales representatives and channel partners in processing orders/returns; provides metrics/reports to the sales team and also engages HCPs for expense reimbursement. \~ Receives and makes calls to deliver customer service and issue resolution locally through personalized follow-up. \~ Advises and consults on the company’s value proposition, products, commercial terms, and added value. \~ Tracks orders and resolves customer inquiries regarding products, pricing, delivery, availability, and functionality. \~ Records and analyzes all information to enhance customer knowledge and improve the customer experience. \~ Collaborates with the Customer Care Manager and Customer Care Process Assurance Lead to exchange information as a business and marketing development strategy. Provides feedback on process efficiency to enhance the customer experience. \~ Serves as the first point of contact for the sales force with headquarters, conducting comprehensive monitoring of consultations and/or incidents generated by a customer. \~ Manages order processing for pharmacies, assuming responsibility for monthly order management as well as any other operational processes requested by the customer. \~ Manages returns due to expiry and lack of rotation. \~ Processes and tracks platform orders: start date, end date, product replacement, and introduction of new products. \~ Analyzes stock situation: internal inventory levels and channel inventory levels at the wholesaler. Calculates pharmacy-level impact. Communicates findings to the sales network and pharmacies for management. \~ Coordinates implementation of the value proposition in pharmacies. \~ Implements the multichannel engagement plan with pharmacies Key Performance Indicators \~ Customer satisfaction: results from the annual survey and multi-rater feedback from stakeholders. \~ Adherence to order management deadlines. \~ NFCM monitors customer service transaction-related outcomes. Work Experience \~ Understanding of commercial and sales processes Skills \~ Accounting \~ Call management \~ Curiosity \~ Assistance \~ 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 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