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).
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. -Processing & tracking of platform orders. Start date, end date, replacement and inclusion of new products.
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
Customer satisfaction : yearly survey result and multi rater feedback from stakeholders. -Compliance with order management deadlines.
NFCM control results related to customer service transactions.
Scientific Background (Bachelor or Mater's Degree in Business / Economics / MIS)
Understanding of sales / commercial processes English
Experience in Digital Projects
Minimum 4 years experience in sales / marketing or digital project management