Customer Care Coordinator

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Summary
Location: London Office with Hybrid working

About The Role
We are seeking a Customer Care Coordinator responsible for supporting the entire Order to Cash process and related duties for all customers of Novartis Pharmaceuticals UK. You will ensure that service levels and compliance requirements are consistently met.

Key Responsibilities:

1. Support customer care standard order fulfilment in accordance with Novartis Standard Terms and Conditions and UK pharmaceutical legislation, under the guidance of the Commercial Operations Manager.
2. Ensure tasks are completed to standard and KPIs and service level agreements are met.
3. Maintain the integrity of financial, regulatory, and quality controls.
4. Process all Sales Orders accurately.
5. Collaborate with Demand Managers to manage stock availability.
6. Manage emergency/same-day deliveries, coordinating with logistics providers and customers.
7. Act as the central contact for customer order inquiries, ensuring timely processing.
8. Assist the customer care team in resolving order issues.
9. Provide support and coverage to colleagues as needed, respecting shift times and flexible working.

Essential Requirements:

1. Experience in order processing and customer service in a busy, fast-paced environment, preferably for a global company.
2. Excellent written and verbal communication skills.
3. Strong interpersonal skills and listening abilities.
4. Proficiency in Excel and SAP.

Desirable Requirements:

1. G/CSE/O Level passes in Maths & English (desirable but not essential).
2. NVQ in Customer Services or Business Administration.

Why Novartis?
Our purpose is to reimagine medicine to improve and extend lives. Join us to be part of a community driven to make breakthroughs that change patients’ lives. Learn more:

Benefits include: Competitive salary, annual bonus, pension, share scheme, health insurance, 25 days leave, flexible working, subsidized dining, employee recognition, and development opportunities.

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