Customer Solutions Specialist

About the roleInternal Role Title: Customer Solutions SpecialistLocation: Sydney, Australia #LI-HybridAbout the Role:The In-Market Brands (IMB) portfolio comprises of over 60+ molecules, 7+ therapeutic areas, and accounts for almost half of total Novartis sales. The portfolio is diverse, comprising of products across F1/F2/CDL formulary, S85/S100, retail and hospital channels. Agility and Resilience are key traits required to succeed in IMB, as well as a broad understanding of the pharmaceutical landscape, and the strategic levers which will enable growth to be realized across the portfolio and enterprise.We are seeking a highly motivated Customer Solutions Specialist to join our growing team. You will be the primary contact to provide customer support for our Trade and New Channels and will interact with a diverse array of customers including wholesalers, distributors, pharmacies, and patients. This role also develops and delivers Customer Solutions that support business strategies and meet customer expectations.This role also interacts with our sales team or sales management on a regular basis and effectively communicates with other internal stakeholders as required. The ideal candidate will have experience in a customer service or solutions capacity within the pharmaceutical such as OTC, Consumer or Medical Devices industry.Key Responsibilities :-

• Act as primary point of contact for trade and new channel customers, including wholesalers, distributors, pharmacies and patients.
• Coordinate customer enquiries to appropriate teams and ensure high standards in responsiveness and integrity.
• Accurately acknowledge, record, and follow-up on customer enquiries and complaints into designated databases and systems.
• Work collaboratively and cohesively across IMB teams, and internal cross functional partners.
• Drive education and adoption by proactively engaging customers on new programs and initiatives across Trade and New channels.
• Supervise industry trends, customer standard processes for consistent improvement and knowledge sharing.
• Gather intelligent feedback and recommendations from customers to advise strategy and solutions development.

Role RequirementsEssential Requirements:-

• 5+ years customer service and/or solutions experience, preferably within the pharmaceutical, OTC/Consumer and/or Medical Devices industry.
• Experience working with a diverse array of customers and within a B2B environment.
• Proven track record of delivering results and customer happiness.
• Adaptable with the ability to pick up new concepts, assess situations quickly, and look for more hard-working, innovative ways to achieve goals.
• Creative and analytical problem-solving skills.
• Enthusiastic and high energy, but also poised, confident and extremely professional.
• Enjoy solving problems and have superb written + verbal skills.

Why Novartis?Our purpose is to reimagine medicine to improve and extend people's lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-cultureYou'll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewardsJoin our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/networkFunctional AreaSalesDivisionInternationalBusiness UnitAPMA IMIEmployment TypeRegularCommitment to Diversity & Inclusion:We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.Shift WorkNoEarly TalentYes