RLT Account Customer Support Associate - East Hanover, NJ - 2 Openings

Novartis • East Hanover Township, PA

3d • Onsite

About The Position

The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email. HQ based, East Hanover, NJ - relocation not available, only local candidates will be considered - SHIFT between 6:30 AM - 5:00 PM ET Job Description - 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 - Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution. - 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. - Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner - 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 an 8.5-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team - Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Requirements

• Bachelor's degree required
• 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
• Ability to work a flexible staggered schedule (early mornings/ later evenings)

Nice To Haves

• Fluent English, other languages desirable
• Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred
• Oncology experience preferred

Responsibilities

• 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
• Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.
• 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.
• Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner
• 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 an 8.5-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Benefits

• Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.
• US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits.
• In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees