RLT Account Customer Support Associate - East Hanover, United States - Novartis

Description

About The Role


Location:
East Hanover, NJ

Please note that this role would not provide relocation and only local candidates will be considered.


About the Role:
Thousands of people die of cancer around the world every day. At Novartis, we are reimagining cancer care with radioligand therapy.

By harnessing the power of radioactive atoms and applying it to advanced cancers, radioligand therapy is theoretically able to deliver radiation to target cells anywhere in the body.

As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work.

We are passionate about improving patient health by leading innovation in nuclear medicine and our ambition is to touch 1 million patients' lives with radioligand therapy by 2030.

We are looking for people who share our commitment to help us achieve this goal.

The RLT Account Customer Support Associate 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.

Key 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

EEO Statement

We are Equal Opportunity Employers and take pride in maintaining a diverse environment.

We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Accessibility and Reasonable Accommodations:
Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please let us know the nature of your request, your contact information and the job requisition number in your message:

Novartis:
e-mail or call

Sandoz:
e-mail or call:

Role Requirements

What you'll bring to the role:


Education:
Bachelor's degree required

Essential Requirements:

1+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding of customer and patient support
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 navigating between multiple systems simultaneously
Ability to work a flexible staggered schedule (early mornings/ later evenings)


Desirable Requirements:
Experience in telephony and CRM systems related to product ordering and case management
Oncology experience


Other Work Requirements:
Ability to work the scheduled hours, which generally will be an 8-hour schedule with two paid breaks and an unpaid lunch


Schedule 1 hours:
6:30 am – 3 pm ET Monday through Friday. This position will require holiday support for Customer Support (CS) team.

Why Novartis:

Our purpose is to reimagine medicine to improve and extend people's lives and our vision is to become the most valued and trusted medicines company in the world.

How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions.

Be a part of this mission and join us Learn more here:


You'll receive:
You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.

Commitment to Diversity & Inclusion:

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and Reasonable Accommodations:

Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to or call and let us know the nature of your request and your contact information.

Please include the job requisition number in your message.

The pay range for this position at commencement of employment is expected to be between $69,300 and $103,900/ year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctua-tions in the job market may necessitate adjustments to pay ranges during this period.

Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities.

The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee re-ceives an offer of employment.

If hired, employee will be in an "at-will position" and the Company re-serves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Join our Novartis Network:
If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:

Division

Innovative Medicines US

Business Unit

Novartis Patient Support

Work Location

East Hanover, NJ

Company/Legal Entity

Novartis Pharmaceuticals

Functional Area

Marketing

Job Type

Full Time

Employment Type

Regular

Shift Work

Yes

Early Talent

Yes
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