Customer Solutions Specialist

6 months ago

Sydney, Australia Novartis Full time

394570BR

**Customer Solutions Specialist**:
Australia

**About the role**

Internal Role Title: Customer Solutions Specialist
Location: Sydney, Australia #LI-Hybrid
About 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.

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.

**Commitment to Diversity & Inclusion**:

- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Role Requirements**

Essential 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?

**Division**

International

**Business Unit**

APMA IMI

**Work Location**

Sydney

**Company/Legal Entity**

AU Pharma Pty Ltd

**Functional Area**

Sales

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

Yes

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