Job Information
Teva Pharmaceuticals Customer Experience Manager in Sao Paulo, Brazil
Customer Experience Manager
Date: Dec 13, 2024
Location:
Sao Paulo, Brazil, 04576-080
Company: Teva Pharmaceuticals
Job Id: 59751
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 Manager 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. The CX Manager 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 throughout the customer journey.
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
Provide quick responses to client inquiries and questions using tools and platforms for prompt resolution of customer issues
Conduct and lead regular routine and S&OP Meetings with customers
Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
Implement and utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement
Analyse 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 Pharmacy or health sciences
Experience in the pharmaceutical industry in QA, RA, or production planning is an advantage
Fluency in the English & Spanish language
Project management skills
MS Office (e.g., Excel and PowerPoint)
Experience with SAP is a plus
Reports To
Customer Experience Team Leader
Already Working @TEVA?
Se você já é um(a) colaborador(a) da Teva, por favor, inscreva-se usando o site de carreiras interno disponível no Employee Central. Ao fazer isso, sua candidatura será tratada com prioridade. Você também poderá ver oportunidades que estão abertas exclusivamente para os colaboradores da Teva. Utilize o seguinte link para pesquisar e candidatar-se: Internal Career Site (https://performancemanager.successfactors.eu/sf/careers/jobsearch?bplte_company=1080030P)
*O site de carreira interna está disponível a partir de sua rede local também. Se estiver com dificuldades ao acessar a sua conta do Employee Central, contate a área de RH ou TI local.
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