**Summary**:
**About the Role**:
**Major Accountabilities**
- Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery
- Answer questions from Novartis NPS field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and timely customer feedback
- Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery. Ability to complete all calls once they have begun to ensure no interruption of service.
- Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines
- Ability to work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team
- Working Hours Monday - Friday 8AM - 8PM EST (Hybrid - 3 days in office per week)
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
**Adecuado**Background**(State the preferred education and experience level)
**Education**(minimum/desirable):
Bachelor's degree required
**Languages**:
Fluent English, other languages desirable
**Experience**:




- 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
- Ability to manage multiple projects and consistently meet deadlines
- Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
- Detail oriented problem solver who can make clear-headed decisions while under pressure
- Strong written and verbal skills
- Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred
- Ability to work a flexible staggered schedule (early mornings/ later evenings)
- Oncology experience preferred
**Leadership Competencies**
- Problem solving
- Detail oriented
- Customer/patient-centric mindset
- Strong written and verbal communication skills
Division
US
Business Unit
Innovative Medicines
Location
Mexico
Site
INSURGENTES
Company / Legal Entity
MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.
Functional Area
Technical Operations
Job Type
Full time
Employment Type
Regular
Shift Work
No
**Accessibility and accommodation**:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

📌 Rlt Account Customer Support Associate (Baja California Sur)
🏢 Novartis
📍 Baja California Sur