MISSION STATEMENT
Despite significant focus and effort millions of patients still lack access to life-saving medicines. Barriers such as funding constraints, regulatory hurdles, and supply chain challenges frequently prevent these critical medications from reaching those in need.
At FarmaMondo, we are committed to addressing these challenges. Our teams work tirelessly to provide commercial access to life-saving medicines in emerging markets, making a global impact on health.
Each position at FarmaMondo contributes to the success of our business and the world. As a global leader, we seek talented individuals who share our values and mission to create a healthier world.
FARMAMONDO AND JOB PURPOSE
FarmaMondo is a fast-growing, Swiss-based pharmaceutical group focused on providing market access services and full commercialization for specialty medicines through a unique geographical footprint. Our mission is to provide healthcare professionals and patients with access to both licensed and unlicensed medicines in emerging markets.
To reinforce our operations team in Switzerland, FarmaMondo is looking for a Market Support Specialist. The position will be based in FarmaMondo Headquarters located in Chiasso, Tessin.
The Market Support Specialist will act as a point of reference for the regional commercial managers and understand all the priorities (pipeline, open order, invoice) pushing and taking action where necessary.
The key focus is on providing bespoke service, highly customer service-driven, and operational excellence while addressing client needs and challenges promptly.
HIERARCHY
* The Market Support Specialist will report in solid line to the Head of Market Support.
KEY ACCOUNTABILITIES
Customer Service & Support:
* Act as the first point of contact for regional commercial managers, clients, and partners regarding market inquiries, order status, and product delivery.
* Maintain close contact with regional commercial managers to understand priorities in pipeline opportunities, open orders, and invoiced transactions.
* Receive and manage requests for quotations in our ERP, generating sales quotations and sending them to customers.
* Manage customer expectations by providing proactive and timely updates on orders, delivery schedules, and any operational changes.
* Collaborate closely with regional commercial managers to ensure the prompt resolution of client issues, ensuring customer satisfaction is maintained at every stage of the supply chain.
* Identify and address potential gaps or inefficiencies in the customer experience and propose improvements.
Operational Excellence:
* Increase fulfillment speed, minimize errors, and ensure operational efficiency to meet client requirements.
* Streamline customer-facing processes (such as order handling, invoicing, delivery) to enhance the overall customer experience.
Supplier and Logistics Support:
* Manage relationships with suppliers and logistics service providers (LSPs) to ensure fast, error-free sales cycles.
* Follow up on any delays, logistical issues, or quality concerns to keep the client informed and resolve issues swiftly.
Extended Supply Chain Responsibilities:
* Manage procurement operational processes and ensure that products are delivered from Switzerland to regional markets without unnecessary delays.
* Ensure that all supply chain operations meet customer expectations in terms of speed, accuracy, and quality.
Cross-functional Coordination:
* Work closely with Quality Assurance, Finance, and Business Development teams to address issues, speed up fulfillment, and resolve client concerns.
* Engage with the Market Support team to ensure seamless communication and customer satisfaction across all stages of the order process, guaranteeing proper backup in case of absence.
Customer Feedback & Continuous Improvement:
* Collect customer feedback regularly and analyze the data to identify areas for improvement in processes, products, or customer service interactions.
* Implement solutions to enhance the overall customer experience, ensuring both short-term satisfaction and long-term relationships.
Reporting:
* Prepare timely, accurate reports on key metrics, order statuses, and operational performance.
* Maintain transparent communication with internal teams about customer service-related challenges and solutions.
QUALIFICATIONS & EXPERIENCE
* Bachelor’s degree.
* 2-3 years of experience in a customer service/purchasing department, possibly in a pharmaceutical company.
* Fluency in English and Italian is required; Spanish is an added advantage.
* Familiarity with MS Office, and knowledge of SAP is a plus.
SOFT SKILLS
* Excellent communication and negotiation skills to interact effectively with internal and external stakeholders.
* Ability to build and maintain relationships with clients at all levels.
* Self-motivated and results-driven, with the ability to work in a team.
* Strong problem-solving skills, especially in managing complex client needs.
* Flexibility, dynamism, and ability to manage various and/or new tasks and to interact with different cultures.
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