Customer Experience Manager

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
• MS Office (e.g., Excel and PowerPoint)
• Experience with SAP is a plus

Reports To

Customer Experience Team Leader