Senior Customer Service Specialist.

Job ID: 10898

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Type of employment
Project Consulting

Our Costumer is a global leading pharmaceutical company based in Austria

  • Leadership and Management
    • Role model as senior specialist coaching and supporting junior team members of own team and/or other NGSC R2P teams
    • Serves as a Subject Matter Expert for related policies and processes, drives productivity and continuous improvement, process changes and leading practices to have an efficient and effective Solution Center process
    • Ownership over the given scope of service deliverables towards the quality and accuracy of process execution and documentation
    • Serves as deputy of Service Delivery Manager Solution Center R2P assisting team members, handling escalated issues and supporting smoothness of deliverables and customer satisfaction at all times


  • Performance Management and Service Delivery
    • Provide technical assistance and support for incoming queries and issues related to R2P / P2P / processes and system solutions
    • Works towards customer and supplier satisfaction by recurrently ensuring the knowledge base of the team is in up to date and to the levels of customer/supplier expectations
    • Proactively challenge the status quo aiming for improvements in processes and relations with relevant stakeholders
    • Handle customer inquiries and complaints both telephonically and by email / ticket from Novartis internal and external customers in a timely, customer-oriented manner
    • Logging of tickets with appropriate prioritization and sense of urgency
    • Ensure that quality standards for all tickets are met or exceeded regarding accuracy of ticket data including client demographic information, problem description, resolution, etc
    • Ensure all customer calls are properly recorded, resolved and/or escalated to the proper support team members. Ensure all tickets are responded to in a timely manner according to agreed turn-around time
    • Partnering with and supporting requestors, stakeholders and suppliers to solve all issues related to the R2P / P2P / processes
    • Participate and assist in driving the knowledge management process including the development of user manuals, knowledge bases, FAQs, etc
    • Support continuous improvement of services in quality and effectiveness in close collaboration with line manager, peers and NGSC process streams
    • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are implemented
    • Demonstrates excellent customer service professional skills.


  • Compliance
    • Support the Service Delivery Manager Solution Center R2P in the documentation of processes, policies and procedures, which comply with Novartis and Finance Core standards
    • Ensure compliance with Finance Core, Novartis Accounting Manual (NAM), Novartis Financial Controls Manual (NFCM) and regulatory requirements
    • Ensure application of agreed Novartis control procedures and actively support to deliver SOX certification
    • Support a strong control environment, follow-up on audit issues and support to implement correcting measures

  • People Management
    • Actively support NGSC working style being inclusive, proactive, respectful, and results driven in alignment with Novartis Values and Behaviors
    • Enables service lines to deliver a high-performing organization and contribute to improvements/standard solutions while cultivating a partnering culture
    • Champions in customer service attitude enabling a highly collaborative environment towards internal and external stakeholders
      Key Performance Indicators (Indicate how performance for this role will be measured)
    • Stakeholder feedback
    • No unsatisfactory audit rating and timely execution of remediation plans
    • Customer satisfaction
    • Demonstrate strong customer service skills
    • Demonstrate strong written and verbal communication skills
    • Speak to individuals and groups of people with poise, voice control and confidence. Respond adequately to inquiries or complaints
    • Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
    • Pro-active contribution in achieving R2P KPIs as per agreed SLAs
    • Level of blocked invoices as per defined KPI targets
    • Level of aged items
    • Level of overdue items
    • R2P Paid-on-time KPIs and resolution cycle time
    • Stable services, no control issues
    • Delivery of quality and productivity targets through timely / successful execution of agreed improvement initiatives
    • No unsatisfactory audit rating and timely execution of remediation plans
  • Bachelor degree (college courses in accounting preferred)
  • Lean / Six Sigma Certified

  • Languages:
    • English (written and spoken) / German or French (written and spoken)
    • Any other European language (e.g. German, French) will be a plus

  • Experience:
    • 3+ years of experience in similar position in a SSC environment
    • Knowledge of Service Desk processes and system solutions (e.g. call management solutions, ticketing tools, remote support tools)
    • Proven track of success in accounts payable processes
    • R2P / P2P processes and system solutions
    • Microsoft Office suite (Word, Excel, Outlook)
    • Demonstrated ability to work effectively in a multi-national, matrix organization
    • Customer service orientation, professional attitude, reliable