Customer Experience Manager
Medis Customer Experience Team is looking for a new member to their team for a 12 month period, potentially foreseeing the opportunity of extension of the temporary position offered given the right conditions after the period.
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 as CX Manager
• 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
Good office facilities based in Hafnafjordur, flexible working hours and optional remote work of two days per week. Encourage and support of various wellbeing activities for employees within our workplace and offer yearly sport grant and transportation grant.
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