Customer Care Agent
hace 4 meses
**Major Accountabilities**
- Responsable de apoyar a los representantes de ventas y socios de canal en el procesamiento de pedidos / devoluciones; proporcionar métricas/informes al equipo de ventas y también involucrar a los HCP para el pago de gastos.
- Reciba y emita llamadas para proporcionar un servicio cercano y la resolución del cliente a través de un seguimiento personalizado.
- Asesorar y proporcionar información sobre la propuesta de valor de la empresa, en relación con productos, condiciones comerciales y valor añadido.
- Realice un seguimiento de los pedidos, así como resuelva las dudas de los clientes sobre productos, precios, entrega, disponibilidad y características.
- Registre y analice toda la información para ayudar a mejorar el conocimiento del cliente y mejorar la experiência del cliente
- Colabore con el Gerente de Atención al Cliente y el Customer Care Lead intercambiando información como una estrategia de desarrollo de negocios y marketing. Proporcione retroalimentación sobre la eficiencia de los procesos orientados para mejorar la experiência del cliente.
- Ser la primera línea de contacto para la fuerza de ventas con central, realizando un seguimiento exhaustivo de las consultas y/o incidencias generadas para un cliente.
- Gestionar el procesamiento de pedidos para farmacias, asumiendo la responsabilidad de la gestión del pedido mensual, así como de cualquier otro proceso operativo que el cliente requiera.
- Gestión de devoluciones por caducidad y falta de rotación.
- Procesamiento y seguimiento de pedidos de la plataforma. Fecha de inicio, fecha de finalización, sustitución e inclusión de nuevos productos.
- Análisis de la situación de las existencias: Stocks internos y nível de stock en el canal por mayorista. Cálculo del impacto en la farmacia. Comunicación a la red de ventas y a la farmacia para su gestión.
- Coordinación de la implementación de la propuesta de valor en la farmacia.
- Implementación del plan de compromiso multicanal con la farmacia.
- Recibir, calcular y gestionar todas las solicitudes de liquidaciones de farmacia.
- Velar por la correcta aplicación del modelo comercial en nuestros clientes (farmacias y grupos de farmacias)Asegura la mejor experiência del cliente en todos los procesos operativos relacionados con las condiciones comerciales.
**Key Performance Indicators**
- Satisfacción del cliente: resultado de la encuesta anual y comentarios de múltiples evaluadores de las partes interesadas.
- Cumplimiento de los plazos de gestión de pedidos.Resultados de control de NFCM relacionados con las transacciones de servicio al cliente.
**¿Qué tienes que aportar al rol?**
- Experiência consolidada en atención al cliente.
- Conocimiento del sector farmacéutico
- Excelente manejo de Excel, con formulación avanzada.
- Capacidad de resolución de problemas
- Trabajo en equipo
- Empatía
**You’ll receive**:
Employee benefits include Life & accidents insurance, private health insurance, flexible compensation programs, hybrid working plan,
***Why Sandoz?**:
Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, touched the lives of almost 500 million patients last year and while we are proud of this achievement, we have an ambition to do more
With investments in new development capabilities, state-of-the-art production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.
The future is ours to shape
Sandoz
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