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Customer Service Representative Switzerland

vor 2 Wochen

Geneve, Schweiz Novartis Vollzeit

**AAA Statement**

**Advanced Accelerator Applications, a Novartis company, is an innovative medicines company focused on the development of products for targeted radioligand therapy and precision radioligand imaging. We are committed to transforming patients’ lives by leading innovation in nuclear medicine.**

**AAA offers professionals the opportunity to face new challenges and pursue a career in a fast growing, technology driven healthcare company. We are passionate about improving patient health by leading innovation in nuclear medicine. We are looking for people who share our commitment to help us achieve this goal. Advanced Accelerator Applications is an Equal Opportunity Employer (EOE).**
- Job Purpose:

- Customer Service Representative will deliver excellence in all customer interactions. The post holder will provide direct support to the sales team in delivering pre-sale and post-sale customer service. In depth knowledge of the company’s customer service policies and excellent product
- knowledge will be critical for offering quick and accurate assistance to customers.
- Major Activities:

- Order Management:
- Create new customers accounts in the different databases
- Update customer’s data when changing (contact details, authorization number...)
- Enter the orders in the systems
- Processing specific orders: MAP/CUP doses, calibration doses, urgent orders, orders not in the timelines (-15d), late cancellations (-7d)
- Check/follow-up on the orders with accounting:

- Check/update/consolidation data between the different software and sales
- Update of the commercial terms in the system: transportation costs, commercial discounts...- Manage the order change fees in accordance with the contract
- Set up in the system the delivery notes and send them to the customers
- Manage the proforma invoices.

Monitor order delivery:
- Review and follow-up orders from entry to deliver to ensure on time delivery
- Manage the order changes
- Report failed doses to the appropriate people and help/assist hospitals with rescheduling (interface between the manufacturing site and the customer)
- Manage the transport issues: delivery error, delay in delivery...etc.
- Resolve any order related issues with internal departments and other parties

Governance:
- Communicate frequently with customers to ensure all delivery needs are met
- Send the release documentation when not received by the customer
- Prepare and review reports and communicate with customers and internal departments
- Weekly and monthly reconciliation with Patient Safety
- Work closely with accounting to help reconcile past due invoices, credit notes and complaint to customers

Key Performance Indicators:

- Quality - providing high quality customer service/ excellent customer feedback
- Time - ensuring that all tasks are completed on time
- Accuracy/ Attention to details - ensuring that all reports, data inputs and information provided to internal and external stakeholders are accurate and of high quality

**Commitment to Diversity & Inclusion**:

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

**Minimum requirements**
- Education: Higher education degree or role equivalent experience
- Languages: English and German proficiency required. French an asset
- Experience / Professional requirements:
- Excellent telephone and customer service skills with the ability to work as part of a team and on their own
- Customer service experience min
- 1-3 years
- Experience in Healthcare organization preferred
- Excellent written and verbal communication skills
- Experience working in a customer service environment
- Good knowledge of computers and MS Office
- Ability to work under pressure and to tight deadlines.
- High attention to detail
- Strong problem-solving skills

Location: Geneva or any location in Switzerland

**Division**
- Oncology

**Business Unit**
- ADVANCED ACCELERATOR APPLICATIONS

**Country**
- Switzerland

**Work Location**
- Geneva

**Company/Legal Entity**
- AAA International SA

**Functional Area**
- Sales

**Job Type**
- Full Time

**Employment Type**
- Regular

**Shift Work**
- No

**Early Talent**
- Yes