Site Lead Customer Service

Job content

Position Summary:The Site Lead (m/f/d) coordinate the activity and the admin team on customer site. Site Lead will handle customer expectations. This position plays a meaningful role in supporting site initiatives to improve client satisfaction, account profitability and retention. The ideal candidate will be a skilled communicator and effectively develop and maintain positive working relationship with vendors and the internal back office group.Key Responsibilities:

• Leadership of the local team, which consists of three people. Performing PMDs, looking after the individual feelings, and consolidating needs.
• Coordination of holidays and absences to avoid customer presence on-site requirement is met.
• Support and ensure team goals and visions.
• Complete different trainings for the team and wider colleagues in EMEA.
• Ensure and deal with the fully operational part and execution of the AMS Novartis project.
• Operationally, be the first point of contact for Novartis Management, Novartis end-users, as well as vendors. Further handling customer concerns, issues, changes, special requests, etc.
• Performing and leading daily standup meetings and weekly responsibility allocation meetings with the team, as well as governance meetings with Novartis.
• Distribution and prioritization of daily workload, backlog, and special cases.
• Ensure that all data and information are maintained in the database (RC) meticulously.
• Creation of workflow documents for onsite activity to ensure the understanding and proper execution of the AMS project processes.
• Coordination and administration of all service activities (quote to cash process) in close collaboration with asset managers and customer partners.
• Monitoring and maintaining up-to-date service & inventory status.
• Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
• Support the development and participation of quarterly business reviews.
• Supervise and report project budget compliance.
• Analyze and improve processes as assigned to increase overall team performance and scale the business.
• Support the Account Manager in strategy related tasks.
• Goal setting with Novartis Management.

Minimum Requirements/Qualifications:

• Associates degree or equivalent experience
• Experience in a customer facing position
• Proficient PC skills and ability to optimally use Windows based software.
• Good English skills, both verbal and written (in case of non-English applicant)

Preferred Qualifications:

• Experience in Life Sciences or Healthcare environment

Knowledge, Skills and Abilities:

• Work independently and proactively to resolve customer issues.
• Build strong, professional client relationships.
• Team oriented
• Sound decision-making skills
• Effective interpersonal skills
• Excellent time management and ability to prioritize work based on business and client requirements.
• Ability to make commitments, track and communicate progress, and follow through until completion.
• Self-starter
• Results oriented

Physical/Environmental requirements:

• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
• Level of Physical Requirements: Light to medium work.
• Level of Visual Acuity: Clerical, professional, administrative.
• Environmental Conditions: Inside environmental conditions (office, labs, hospitals, facilities) which consist of noise, and hazards.
• Required to travel by airplane and automobile for meetings and training as necessary.