Customer Experience Coordinator

Viatris Inc.; Pavia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Viatris Inc. is seeking a Customer Experience Coordinator in Milan, Italy. This role works as the key link between external and internal teams, overseeing service levels and enhancing operational performance through effective management. The ideal candidate will possess a bachelor's degree and significant experience in customer service, efficiency optimization, and B2B operations, with opportunities for career progression in an inclusive environment.

Servizi

Competitive salaries

Benefits

Excellent career progression opportunities

Work-life balance initiatives

Competenze

• Minimum of 5 years experience in customer service or supply chain in the pharmaceutical industry.
• Good command of English language is beneficial.
• Travel up to 20% may be required.

Mansioni

• Liaison between external Customer Service provider and internal team.
• Oversee external provider’s performance and service levels.
• Support in managing complex customer service issues.

Conoscenze

Organizational skills

Interpersonal skills

Accuracy

Reliability

Knowledge of Office Suite

Experience with B2B activities

Formazione

Bachelor’s degree in Management or Computer Engineering

Strumenti

CRM systems (Salesforce / Service Cloud)

Excel

PowerPoint

Power BI

Descrizione del lavoro

Customer Experience Coordinator page is loaded

Customer Experience Coordinator

Locations : Milan, Lombardy, Italy

Job Requisition ID : R5656557

About Viatris

The Role & What You Will Be Doing

Every day, we rise to the challenge to make a difference and here’s how the Customer Experience Coordinator role will make an impact :

• Primary point of contact and liaison between the external Customer Service provider and the internal team, ensuring seamless collaboration and operational alignment.
• Oversight of the external provider’s performance, including service levels, training quality, and adherence to defined standards and procedures.
• Supervision and continuous improvement of operational activities through the development of new standards, procedures, reports, and key performance indicators (KPIs).
• Analysis of workload distribution and resource allocation to optimize efficiency and meet business needs.
• Support in managing complex or critical customer service issues and delivery of training programs to enhance the external Customer Service provider's skills.
• Key liaison for internal Logistics and Finance departments, as well as external 3PL warehouses.

About Your Skills & Experience

For this role, we’re looking for a candidate who has an effective combination of the following qualifications, skills and experiences :

• Minimum of a bachelor’s degree in Management or Computer Engineering. However, a combination of experience and / or education will be taken into consideration.
• Experience : at least 5 years of experience in Customer Service, Commercial back office or Supply chain in the pharmaceutical industry.
• Experience with B2B activities is preferred.
• Excellent knowledge of Office suite especially Excel, Power Point and Power BI is a must.
• Knowledge of CRM systems preferably Salesforce / Service Cloud.
• Must also possess : accuracy, reliability, organizational and interpersonal skills.
• Good command of English language is a benefit.
• Travel up to 20% may be required.

At Viatris, we are dedicated to building a truly diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t fully align with every requirement, we still encourage you to apply. You may just be the right candidate for this or other roles.

Why Viatris?

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. You will also have the opportunity to access excellent career progression opportunities and work-life balance initiatives.

Diversity & Inclusion at Viatris

At Viatris, diversity and inclusion are essential to our mission. The diversity we foster in all aspects of our business can be one of our greatest strengths in redefining healthcare not as it is, but as it should be.

Sustainability at Viatris

Corporate social responsibility is fundamental to the Viatris mission. We work to advance responsible and sustainable operations and leverage our collective expertise to empower people to live healthier at every stage of life.

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