Commercial Specialist

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.
• Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt.
• Distribution of marketing samples (where applicable)

Key performance indicators:

• Customer satisfaction: yearly survey result & multi rater feedback from stakeholders.
• Compliance with order management deadlines.
• NFCM control results related to customer service transactions.

Minimum Requirements: 

Work Experience:

• Understanding of sales / commercial processes.

Skills:

• Accounts Receivable
• Calls Handling
• Customer Care
• Customer Experience
• Customer Relationship Management (CRM) Software
• Customer Requirements
• Customer Service
• Operational Efficiency
• Installations (Computer Programs)
• Microsoft Access
• Relationship Building
• Sales
• Salesforce CRM

Languages:

• English