Commmercial Operations & Tenders Manager

Commercial Operations & Tenders Manager

Job ID: REQ-10044521

Date: Mar 21, 2025

Location: Mexico, City

Summary

Lead and manage all aspects of the Sales Administration/Operations team within a significant country including order management team; site-to-site material purchasing process and master data maintenance to ensure uninterrupted business operations. Manage team activities including resources allocation based on workload and priorities, professional development, reporting and delivery of group objectives. Leads a key area of sales support within a significant country (Sales training, Analytics, Sales Operations). Develop an effective team through training and coaching or management of key commercial programmes.

About the Role

Major accountabilities:

• Responsible for supporting sales representatives and channel partners in processing orders/returns; providing metrics/reports to Sales team and engaging HCPs for expense payout.
• Follow up on sales orders and provide status updates; update customer lists business-wise.
• Research and resolve escalated problems and issues, including issues related to order management, accounting and invoicing.
• Communicate status of problems and solutions to customers and other appropriate parties.
• Ensure team adherence to all processes and working procedures related to customer service.
• Coordination of process changes and maintenance of customer service SOPs.
• Ensuring new team members receive the required level of system support and training to efficiently and effectively perform their appointed role.
• Approval of SOP/GxP document as the main responsible and accountable person for the content and applicability of the mentioned procedures.
• Reporting of technical complaints/adverse events/special case scenarios related to Novartis products within 24 hours of receipt - Distribution of marketing samples (where applicable).

Key performance indicators:

• Customer satisfaction: yearly survey result and multi-rater feedback from stakeholders.
• Compliance with order management deadlines.
• NFCM control results related to customer service transactions.
• 5+ years of experience in Marketing in Healthcare/Pharma business and Sales in Healthcare/Pharma/related business.

Commitment to Diversity and Inclusion
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

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Functional Area: Sales

Job Type: Full time

Employment Type: Regular

Shift Work: No

Accessibility and Accommodation

Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to tas.mexico@novartis.com and let us know the nature of your request and your contact information. Please include the job requisition number in your message.