Hybrid Customer Service Specialist at Novartis

Job Description Summary

We are looking for a passionate and customer-focused Customer Service Specialist to join our team in Warsaw. In this role, you will be the first point of contact for pharmacies and the sales force, ensuring a seamless and personalized customer experience. You’ll play a key part in supporting sales operations, managing orders, and enhancing customer satisfaction through proactive engagement and deep product knowledge.

Location: Warsaw, Poland; Hybrid

 

Job Description

Key Responsibilities:

• Serve as the first contact line for the sales force and central teams, ensuring thorough follow-up on client consultations and incidents.
• Support sales representatives and channel partners with order/return processing, reporting, and HCP expense payouts.
• Provide personalized customer service via calls and follow-ups, resolving inquiries related to products, pricing, delivery, and availability.
• Advise customers on the company’s value proposition, including commercial conditions and added value.
• Collaborate with the Customer Care Manager and Process Assurance Lead to exchange insights and support business development.
• Monitor and improve customer experience through feedback and process optimization.
• Manage monthly pharmacy orders and operational processes, including returns due to expiration or lack of rotation.
• Analyze stock situations and communicate with the sales network and pharmacies

Essential Requirements:

• Experience in customer service or sales support roles
• Understanding of sales and commercial processes
• Strong communication and relationship-building skills
• Fluency in English

Desirable Requirements:

• Previous experience in the pharmaceutical industry
• Familiarity with pharmacy operations and order management

Commitment to Diversity & Inclusion:
We are committed to building an inclusive work environment and diverse teams representative of the patients and communities we serve.

Benefits and rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

 

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