OPS & Tenders Specialist

Work Model: Hybrid
Locality: Ciudad de Mexico
Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you
About the Role:
We are looking for a
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)
Key responsibilities:
"• 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 Operational position that coordinates and monitors all Bidding processes under the direct and traditional sales model: From Basis Analysis Offer Presentation
• Clarifications and rulings meeting. Follow up on support requests. Served by more than 36 distributors / external customers Administration of clients in SAP and in CLM ( ARIBA ) of the significant contractsxD; Monitoring, follow-up and attention to orders from Distributors and delivery to O.M. for billing. Coordination and internal & external monitoring of issuing supply orders; timely delivery and collection of evidence of delivery for sale recognition. Tracking of Credit Notes / Sanctions with institutes / Bonuses
• Exchanges and/or returns / Swaps Supports the OPS Tenders & Contacts Manager and V&A Team"

Essential Requirements
-2 years + of experience in tenders High knowledge of the operational process of Tenders both of the Direct and Traditional sales model. Business Mindset, Operational Excellence.
-Excellent communication and ability to interact with various areas and high capacity for collaboration and resolution"
"Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture
You’ll receive: Competitive salary, annual bonus, life insurance, home office policy (home office 2x a week), retirement and wellbeing plans, flexible working arrangements, birthday day-off, parental leave, subsidized dining facilities, health insurance, employee recognition platform, Gympass, employee resource groups and virtual self-development tools.
If you want to learn more about our benefits, you can access the Novartis Life Handbook: https://www.novartis.com/careers/benefits-rewards
Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/networ"