Customer/trade Relations Specialist

2 weeks ago


Montréal, Canada Novartis Full time

386054BR

**Customer/Trade Relations Specialist (Temporary 12 months)**:
Canada

**About the role**

Location: Montreal, #LI-Hybrid

About the role:
You are to deliver $1.7 billion in sales orders and 9 million plus units of products shipped to serve patients. You will be responsible to ensure all customer orders are fulfilled, while maintaining outstanding relationship with our most meaningful customers - our patients.
The role reports directly into the Customer Experience Manager
Temporary position: 12 months
Key Responsibilities:

- Be the first line of contact with customers and provide excellent customer satisfaction level - target 100%
- Follow-up on stock-in trade KPI’s and communicates inventory level for critical products every week with SCM, BPA and Trade partners in order to manage allocations and to prevent patients’ impact.
- Collaborates with Accounts receivables A/R, Financial Reporting and Accounting (FRA) and Business Planning Analysis(BPA) colleagues to align on monthly revenue deductions, credits and customer’s credit/order clearance.
- Collaborates with Quality Assurance (QA) to efficiently resolve any temperature excursions or any other quality related issues impacting the customer.
- Handles all the customer returns with the 3rd party destruction facility: ensuring adherence in destruction processes according to Novartis guidelines
- Runs allocation process for shortage of product impact to patients: order management during stock shortages, and back order situations, handle short-dating issues.
- Supports month-end distribution activities (revenue recognition impact at month-end).
- Optimally manages the resolves distribution issues, inquiries from our customers (product specific, including non-medical information requests eg: POD).

**Commitment to Diversity & Inclusion**:

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

**Role Requirements**

Essential Requirements:

- Bachelor’s degree in Business Administration or similar area of study
- 2-3 years experience in Customer Service
- Demonstrate ability to work independently
- Agility and flexibility
- Digital attitude
- Bilingual: French and English

Desirable Requirements:

- Experience in pharmaceutical industry

Why Novartis ?

**Division**

Innovative Medicines International & Chief Commercial Office

**Business Unit**

LACan IMI

**Work Location**

Montreal

**Company/Legal Entity**

Novartis Pharma Canada

**Functional Area**

Technical Operations

**Job Type**

Full Time

**Employment Type**

Temporary

**Shift Work**

No

**Early Talent**

Yes



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