RLT Customer Support Account Lead East Hanover, NJ

Job Description Summary

Job Description

- Lead regional pod team (up to 6 people) directly interacting and supporting customers

- Manage top/high volume accounts as main point of contact for full order management journey

- Serve as subject matter expert across all elements of customer support including but not limited to customer scheduling delivery order management and associated system applications

- Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs

- Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery

- Champion enhancements of protocols to respond to customer inquiries across communications (e.g. phone chat fax iSMS / text mail and e-mail) in a prompt and courteous manner

- Prepare proper documentation and notifications; perform proper escalation tracking and follow-up

- Adhere to all applicable Working Practice Documents (WPDs) Work Instructions (WIs) and Compliance Guidelines

- Ability to work the scheduled work hours which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break

-Ability to complete all calls once they have begun to ensure no interruption of service.

-This position will require holiday support for Customer Support (CS) team

- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Ideal Background (State the preferred education and experience level)

Education (minimum/desirable):

Bachelors degree required; Masters degree a plus

Languages:

Fluent English other languages desirable

Experience:

3 years of progressive business experience in the bi-opharmaceutical industry with broad understanding of pharmaceutical sales marketing customer and pa-tient services

2 years of customer service/support experience

Change management and project management expe-rience

Ability to lead a team

Ability to manage multiple projects and consistently meet deadlines

Strong interpersonal and time management skills and an ability for productive collaboration across varying departments

Detail oriented problem solver who can make clear-headed decisions while under pressure

Ability to drive results

Strong written and verbal skills

Proficient in PowerPoint and Excel and navigating systems related to product ordering and case man-agement preferred

Knowledge of pharmaceutical industry regulations patient privacy and other relevant legal policies and principles

Ability to work a flexible staggered schedule (early mornings/ later evenings)

Oncology experience preferred

Leadership Competencies

- People management

- Relationship building

- Problem solving

- Customer/patient-centric mindset

- Strong written and verbal communication skills

Why Novartis: Our purpose is to reimagine medicine to improve and extend peoples 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: Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position please send an e-mail to or call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

Skills Desired