customer support specialist imm

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CUSTOMER SUPPORT SPECIALIST IMM & CNS

Location: Prague, Czechia

Full time job

Responsible for providing a high quality and compliant, customer experience to both internal and external customers in a dedicated Therapeutic Area. In today's VUCA environment the customer is always our top priority and we continually strive to deliver an exceptional service to our customers over and over again.

Essential duties and responsibilities:

Event Management

• Support CVT IMM and CNS team members in all areas
• CVT attendee / Team TCs, team meetings upon request.
• Generating HCP contracts and taking ownership of all the correspondence for that particular event, from the point of sending out the contracts to collating all the necessary paperwork for the payments to be made.
• Contracts Storage in ICD
• Responsible for keeping own log and pro-actively working on all allocated events, chasing and liaising with involved team members and if required also directly with customers , to achieve the on time payments and preparatoion of the events.
• Utilising iCONNECT for event administration
• Educational and promotional Events Evidence processing via HPR system and maintenance of supporting documentation for Direct and Indirect Customer's benefits reporting
• Performs End to End Indirect Procurement flow in Ariba, Lynx, Cornerstone for Educational and Promotional Events, Services, Educational Grants, Professional Literature and maintenance of all related Compliance documentation according to HCBI manual and SoX rules
• eMP POs related to IMM & CNS portfolio, including AMEX POs that are TA related and cooperate with

Batch Payments

• Load completed payments into the batch payment file and then to process these through SAP and Lynx. A high level of accuracy is required for this task to avoid any rejected payments and to also ensure correct amounts are being paid to customers

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​Travel & Accommodation Bookings

• Responsible for organising travel and accommodation for all delegates attending meetings, following the travel policy and bookings system including support for venue sourcing as required.

• Organise all the logistical arrangements prior to the event and arrange for the payment of any additional expenses incurred.

Essential knowledge and skills:

• Demonstrated administrative / project management experience and technical competencies – minimum 1 year
• High level of customer orientation and a passion to deliver high standards of customer service
• Influencing and communications / interpersonal skills and an ability to work across external stakeholder groups and internal functions and roles for beneficial outcome
• Results driven: personally driven who is reliable and inspired to achieve results
• Conscientious
• Self-motivated
• Able to use own initiative and judgement
• Problem solving / decision making
• Strong oral and written skills
• Strong project and workload management skills and ability to work to tight deadlines with a strong attention to detail
• Willingness to challenge and improve processes.
• Focus on compliant behavior
• Collaborative, team player who is able to flexible in approach and work
• Systematic / structured and proactive approach
• Computer literate
• Czech and / or Slovak (native) and English (good)