Customer Analyst & Replanishment

Job Description Summary

-Generate the best customer experience to the pharmacy, to all customers served by Customer Care through a deep customer knowledge, personalized and proactive attention. Be the first contact line for the sales force with central, making an exhaustive follow-up of the consultations and / or incidents generated in a client through this.Experienced sales support professionals responsible for delivering key sales support services (Training, analysis, demand planning etc).

Job Description

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable biosimilar and generic medicines. As we move forward on this new and ambitious path, unique opportunities will arise, both professionally and personally. Join us—the future is in our hands!

Major accountabilities: 

• Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team and also engaging HCPs for expense payout.
• Receive and issue calls to provide a nearby service and customer resolution through personalized follow-up.
• Advice and provide information on the company's value proposition, regarding products, commercial conditions and added value.
• Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.
• Record and analyze all the information to help better customer knowledge and enhance customer experience -Collaborate with Customer Care Manager and Customer Care Process Assurance Lead exchanging information as a development strategy of business and marketing.
•  Provide feedback on the efficiency of oriented processes to improve the customer experience.
• Be the first contact line for the sales force with central, making an exhaustive monitoring of the consultations and / or incidents generated for a client.
• Manage the order processing for pharmacies, taking responsibility for the management of the monthly order, as well as for any other operational process that client demands.
• Management of returns due to expired and lack of rotation.
• Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler.
•  Calculation of impact in the pharmacy.
•  Communication to the sales network and the pharmacy for its management.
• Coordination of the implementation of the value proposition in the pharmacy.
• Implementation of the multi-channel engagement plan with the pharmacy

 Key performance indicators:

• Customer satisfaction: yearly survey result & multi rater feedback from stakeholders.
• Compliance with order management deadlines.
• Sandoz Financial Control Framework control results related to customer service transactions.

 Minimum Requirements: 
  Work Experience:

• Understanding of sales / commercial processes.

 Skills:

• Accounts Receivable.
• Calls Handling.
• Curiosity.
• Customer Care.
• Customer Experience.
• Customer Relationship Management (Crm) Software.
• Customer Requirements.
• Customer Service.
• Efficiency.
• Installations (Computer Programs).
• Microsoft Access.
• Microsoft Excel.
• Mobile Devices.
• Relationship Building.
• Sales.
• Salesforce Crm.

 Languages :

• English.

Why Sandoz?

Generic and biosimilar medicines are the backbone of the global pharmaceutical industry. Sandoz, a leader in this sector, provided more than 900 million treatments to patients in over 100 countries in 2024. Through investments in new development capabilities, production facilities, acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients access high-quality, affordable medicines in a sustainable way. Our open and collaborative culture is powered by talented and ambitious colleagues in an agile and collegial environment with impactful, flexible, and hybrid careers—where diversity is welcomed and personal growth is supported.

Commitment To Diversity And Inclusion

We are committed to creating an exceptional and inclusive work environment and diverse teams that represent the patients and communities we serve.

Skills Desired

Accounts Receivable, Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce Crm