Customer Experience Specialist - Temporary role

Who are we?

Teva is a global pharmaceutical leader and the world's largest generic
medicines producer, committed to improving health and increasing access to
quality health solutions worldwide. Our employees are at the core of our
success, with colleagues in over ‎80 countries delivering the world's largest
medicine cabinet to ‎200 million people every day. We offer a uniquely diverse
portfolio of products and solutions for patients and we've built a promising
pipeline centered around our core therapeutic areas. We are continually
developing patient-centric solutions and significantly growing both our
generic and specialty medicines business through investment in research and
development, marketing, business development and innovation. This is how we
improve health and enable people to live better, healthier lives. Join us on
our journey of growth!

Temporary role

This role is available due to a maternity cover. The role will start January
‎2023 for maximum ‎12 months.

About the role

Customer Experience Managers (CEM) bridges the gap between the customer and
the support function within Medis / Teva and is the central point of contact
for customers for order and service support. CEM builds strong relationships
with clients fostered by gathering and actioning customer feedback and needs
in real time. This feedback is incorporated into the sales process to improve
the overall customer experience. The goal is the increase of the customer
satisfaction rates, customer loyalty, through high-quality interactions at
each step.

Responsibilities

• Organize, plan, and monitor customer requests and needs to provide optimized services, be the single contact point for the customer on all supply orders and service related issues


• Develop and implement processes in improving customer relationship, engagement, and satisfaction


• Liaise with the different support functions inside the organization to ensure the interaction with customers, delivery of high quality products and services


• Establish communication channels and mediums which customers can readily contact Medis and vice versa


• Proactively inform customers about changes in launches, orders and other supply related issues


• Provide quick responses to client inquiries and questions using tools and platforms for prompt resolution of customer issues


• Organize regular conference calls and Business Review Meetings with customers


• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations


• Ensure use of database to capture information for future upload into CRM during the preparation phase while CRM is being developed


• Implement and utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement


• Analyse customer feedback and develop programs effective for improved customer experience


• Develop expertise on market needs and requirements

Qualifications

• Bachelor's degree in business administration, management studies, or in a related discipline. Prior experience in the field of customer service or marketing is an advantage


• Fluency in English language


• Good IT skills. Experience in SAP is an advantage


• Excellent project management skills


• Experience in the pharmaceutical industry is an advantage


• Good interpersonal and communication skills


• Customer centric attitude


• Setting of priorities and ability to work under pressure


• Proactive, independent and a team player


• Ability to manage complex problems/tasks


• Good analytical, planning skills and flexibility to adapt to changes with attention to detail

Reports To

Associate Director Customer Experience

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