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Customer Experience Manager

Date: Dec 17, 2024

Location:

Hafnarfjordur, Iceland, 220

Company: Teva Pharmaceuticals

Job Id: 59842

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

Customer Experience Managers (CEM) bridges the gap between the customer and the support function within Medis / Teva and is the central point of contact for customers for order and service support. CEM builds strong relationships with clients fostered by gathering and actioning customer feedback and needs in real time. This feedback is incorporated into the sales process to improve the overall customer experience. The goal is the increase of the customer satisfaction rates, customer loyalty, through high-quality interactions at each step. It's a maternity leave cover and we are offering a 1 year contract to start with.

How you’ll spend your day

• Organize, plan, and monitor customer requests and needs to provide optimized services, be the single contact point for the customer on all supply orders and service related issues

• Develop and implement processes in improving customer relationship, engagement, and satisfaction

• Liaise with the different support functions inside the organization to ensure the interaction with customers, delivery of high quality products and services

• Establish communication channels and mediums which customers can readily contact Medis and vice versa

• Proactively inform customers about changes in launches, orders and other supply related issues

• Provide quick responses to client inquiries and questions using tools and platforms for prompt resolution of customer issues

• Organize regular conference calls and Business Review Meetings with customers

• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Ensure use of database to capture information for future upload into CRM during the preparation phase while CRM is being developed

• Implement and utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement

• Analyze customer feedback and develop programs effective for improved customer experience

• Develop expertise on market needs and requirements

Your experience and qualifications

• Bachelor’s degree in health sciences/management, or in a related discipline needed. Prior experience in the field of customer management or marketing is an advantage

• Good IT skills, experience in SAP is an advantage

• Project management skills

• Experience in the pharmaceutical industry is an advantage

• Good interpersonal and communication skills

• Customer centric attitude

• Proactive, independent and a team player

• Ability to manage complex problems/tasks

• Good analytical, planning skills and flexibility to adapt to changes with attention to detail

• Oral and written fluency in English

Reports To

Customer Experience Associate Director

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply:Internal Career Site (https://performancemanager.successfactors.eu/sf/careers/jobsearch?bplte_company=1080030P)

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

EOE including disability/veteran