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Customer Experience Manager Medis

Date: Jan 12, 2022

Location: Hafnarfjordur, IS, 220

Company: Teva Pharmaceuticals

Company Info

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

Location of the role

This role can be done from any Teva location in Europe. For more information about Teva in Europe see the link below:

 

Teva Worldwide | A Leading Global Pharmaceutical Company (tevapharm.com)

Position Summary

Customer Experience Managers (CEM) bridges the gap between the customer and the support function within Medis / Teva and is the central point of contact for customers for order and service support. CEM builds strong relationships with clients fostered by gathering and actioning customer feedback and needs in real time. This feedback is incorporated into the sales process to improve the overall customer experience. The goal is the increase of the customer satisfaction rates, customer loyalty, through high-quality interactions at each step.

Responsibilities

  • Organize, plan, and monitor customer requests and needs to provide optimized services, be the single contact point for the customer on all supply orders and service related issues
  • Develop and implement processes in improving customer relationship, engagement, and satisfaction
  • Liaise with the different support functions inside the organization to ensure the interaction with customers, delivery of high quality products and services
  • Establish communication channels and mediums which customers can readily contact Medis and vice versa
  • Proactively inform customers about changes in launches, orders and other supply related issues
  • Provide quick responses to client inquiries and questions using tools and platforms for prompt resolution of customer issues
  • Organize regular conference calls and Business Review Meetings with customers
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
  • Ensure use of database to capture  information for future upload into CRM during the preparation phase while CRM is being developed
  • Implement and utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement
  • Analyse customer feedback and develop programs effective for improved customer experience
  • Develop expertise on market needs and requirements

Qualifications

  • Bachelor’s degree in business administration, management studies, or in a related discipline. Prior experience in the field of customer service or marketing is an advantage
  • Fluency in the English language
  • Good IT skills. Experience in SAP is an advantage
  • Excellent project management skills
  • Experience in the pharmaceutical industry is an advantage

Personal Characteristics

  • Good interpersonal and communication skills
  • Customer centric attitude
  • Setting of priorities and ability to work under pressure
  • Proactive, independent and a team player
  • Ability to manage complex problems/tasks
  • Good analytical, planning skills and flexibility to adapt to changes with attention to detail

Function

Sales Support

Sub Function

Customer Service Support

Reports To

Senior Director Customer Experience

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.