RLT Customer Operations and Service

Novartis Farmacéutica; Victoria de Durango; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un profesional apasionado por la logística y el cuidado del paciente. Esta posición es clave para garantizar que la experiencia de infusión del paciente sea fluida y de alta calidad. El candidato ideal tendrá habilidades excepcionales de comunicación y una mentalidad orientada a soluciones para manejar situaciones complejas. Trabajando en un entorno colaborativo, serás el punto de contacto entre hospitales y proveedores, asegurando que todos los pasos se realicen sin interrupciones. Únete a un equipo comprometido con la diversidad y la inclusión, y ayuda a cambiar vidas a través de la ciencia y la innovación.

Formación

• Experiencia en logística y cadena de suministro, con atención al detalle.
• Excelentes habilidades de comunicación verbal y escrita.

Responsabilidades

• Promover la experiencia de infusión del paciente sin interrupciones.
• Mantener comunicación con hospitales y proveedores para asegurar procesos.

Conocimientos

Excelentes habilidades de comunicación

Conocimiento de la cadena de suministro/logística

Mentalidad orientada a procesos

Inteligencia emocional

Mentalidad innovadora y digital

Capacidad para operar en ambigüedad

Educación

Experiencia previa en COMEX (Logística)

Experiencia en la industria farmacéutica

Descripción del empleo

Location: Mexico, City

• Treatment with RLT, as it involves radioisotopes, presents high logistical complexity and requires a radioprotection structure and specific licenses from the Nuclear Commission (CNEN) at infusion sites (Clinics and Hospitals). This makes the Patient Journey longer and with bigger chance of rupture.
• Customer Operations will be responsible for monitoring the entire patient infusion journey, connecting all necessary parts, minimizing the chances of disruption, ensuring the best experience for the Novartis customer.

About the Role

Major accountabilities:

1. Promote the Patient's infusion journey continuously (without interruptions) and with high quality for the client and patient.
2. Work in a patient-centered way, seeking the best end-to-end experience for the Novartis customer.
3. Take a holistic view of the patient's entire infusion journey, aligning all steps to have a complete infusion without disruption.
4. Keep contact with the hospital “Nurse Navigator” role to align all the information needed.
5. Keep contact with the hospital to ensure that the order has been placed correctly in the RLT ROME system.
6. Maintain cross-functional communication to ensure that the necessary processes occur at the right moment so that the patient's infusion ends without interruption.
7. Have knowledge and be the focal points of contact in relation to customs clearance procedures at the airport for the proper prioritization of the product, respecting its expiration date of 5 days for infusion.
8. Be the Novartis point of contact for all suppliers linked.
9. Organize with the HCP, the patient and their caregiver the possible need for the patient to travel to receive the infusion (logistics and accommodation).

Capabilities: Technical/ Market Knowledge/ Skills

1. Excellent communication skills (verbal & written) to establish strong relationships with clients.
2. Holistic view of the Hospital / Novartis / Patient ecosystem (matrix work).
3. Knowledge of Supply Chain/Logistics. Process-oriented mentality and great attention to detail.
4. Planning and anticipation of scenarios.
5. Emotional intelligence to manage complex stakeholder situations.
6. Able to operate in ambiguity and adapt easily to changes. Solution-focused mentality.
7. Innovative and Digital Mentality.
8. Proven ability to secure integrity and compliance of local business initiatives, regulations and guidelines.

Requirements:

1. Previous experience in COMEX (Logistics).
2. Experience in Pharma industry.
3. English required for communications with Plant and international Suppliers.
4. Spanish fluent.

Hours of operations and holiday coverage:

This position may require vacation and holiday coverage according to the needs of the process with the client.

Leadership Behavior:

1. Ability to create strong relationships and trust with the team and main stakeholders (Internal/External).
2. Ability to operate under pressure and urgent situations (solution mentality).
3. Resilience/ Strong drive for success/ Results oriented.

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

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

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Functional Area: Sales

Job Type: Full time

Employment Type: Regular

Shift Work: No