Customer Engagement Partner MTL
Casablanca, Morocco
il y a 5j

Job Description

  • 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.
  • Minimum requirements

  • 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
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