Now Hiring - RLT Account Customer Support Associate - Central (1 of 2) in East Hanover, NJ

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 Associate Account Support 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.

Your responsibilities will include, but are not limited to:

• 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
• This position will have rotating shifts that will fall between 7:00 am – 7:00 pm EST, which generally will be an 8.5-hour shift with two paid breaks and an unpaid lunch break. This position will require holiday support for Customer Support (CS) team.

This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require 5% travel as defined by the business (domestic and/ or international). Please note that this role would not provide relocation and only local candidates will be considered.

What you’ll bring to the role:

Education: Bachelor's degree required

Required Experience:

• 1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services ·
• 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 PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred
• Ability to work a flexible staggered schedule (early mornings/ later evenings)

Preferred:

• Oncology experience

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

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 [please apply online] or call +1 (877)[please apply online] 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, fluctuations 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 receives 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: [please apply online]

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