Senior Customer Excellence Partner

Job Description
Your responsibilities include, but not limited to:

• Customer Experience Leadership: Champion customer excellence strategies, ensuring alignment with Sandoz's values and operational goals.
• Project Management: Lead or contribute to strategic projects focused on customer experience, digital transformation, and service innovation.
• Timely order management using relevant systems: analyses, processes, and tracks orders. Process Retail sales orders received via phone/fax/e-mail accurately and promptly to meet transmission deadlines to wholesalers. Process all orders received from Wholesale/Direct customers accurately and according to agreed timeframe for warehouse dispatch.
• Relevant systems: SAP, CRM – Salesforce, Excel & internal systems/reporting functions.
• Investigate and process all customer requests for Credit according to policy and agreed turnaround time.
• Monitor email inboxes to ensure timely and accurate responses to customer inquiries regarding order status, shipping dates, product availability, and back orders.
• Receive and issue calls to provide customer resolution through personalized follow-up
• First point of contact for the sales force. Responsible for supporting sales representatives in processing orders or returns.
• Process Improvement: Identify and implement process enhancements to improve customer satisfaction and operational efficiency.
• Stock in Trade management support: Working with all wholesalers& Sales and Stock-in-Trade Analytics role to ensure they are holding ample stock levels by analysing stock on hand and stock on order according to forecast
• Liaise with customers and Sandoz staff as required for policy or procedure updates, product back orders, price changes, new product launches.
• Stakeholder Engagement: Maintain effective relationships with Sandoz Sales & Marketing teams, Quality Assurance, Medical Information, Supply Chain, Finance staff and 3PL warehouse teams to support the provision of excellent service.

Commitment To Diversity & Inclusion
Sandoz is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

What You'll Bring To The Role

• Effectively manage their time and resources to ensure that work is completed efficiently
• Actively seek and identify new areas for learning. Regularly creating and taking advantage of learning opportunities, using newly gained knowledge and skills on the job and learning through their application
• Set high standards of performance for self and others. assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong customer service experience
• Attention to details. Excellent communication skills
• Problem solving and a good team player
• Advanced SAP skills – or previous experience using SAP
• Advanced Salesforce skills – or previous experience using SAP
• Advanced excel skills

Why Sandoz?
500 million patients were touched by Sandoz generic and biosimilar medicines in 2021 and while we're proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.

How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying

Imagine what you could do here at Sandoz