Hospital Customer Service & Planning Specialist

VIATRIS ITALIA S.R.L.

At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via: 

Access – Providing high quality trusted medicines regardless of geography or circumstance;

Leadership – Advancing sustainable operations and innovative solutions to improve patient health; and 

Partnership – Leveraging our collective expertise to connect people to products and services. 

Our global portfolio includes best-in-class, iconic brand-name products as well as global key brands; generics, including branded and complex generics; and other offerings across a wide range of therapeutic areas. We are committed to helping create healthier communities worldwide through education, outreach and better access to treatment

For those driven to live their lives with purpose, Viatris helps employees realise their full potential by creating a collaborative culture that fosters courage and resilience. Viatris is more than just a place to work. This is a place to make a difference in the world.

The Role & What You Will Be Doing

The Hospital Customer Service & Planning Specialist will be in charge of:

• Ensuring a high level of patient satisfaction through interactions with final customers and RAM, improving hospital operations.
• Activities linked to customer service, administrative planning, and coordination tasks.
• Planning, developing and executing strategic commercial plans to drive growth and profitability within the hospital sector. This involves analyzing market trends, forecasting sales, and collaborating with various departments to optimize product portfolios and service offerings.

Some of the key responsibilities will be:

1) Customer Service Management:

• Ensuring that orders are accurately entered into the system and verifying that the orders meet delivery and regulatory standards.
• Support for the RAM and NKAM and act as the liaison between the headquarters’ needs and the RAM/NKAM in terms of Customer Service, and vice versa.
• Ability to manage and provide appropriate responses to public and private clients (via phone and email), detailing and answering any questions or doubts comprehensively regarding information on the order fulfillment status.
• Manage communications regarding shortages, drug transfers, product unavailability and the release of orders related to them.

2) Strategic Planning and Analysis:

• Manage activities related to portfolio products, trough analyses and forecasts on hospital portfolio aligning with company goals and market trends.
• Conduct market research and competitor analysis to identify opportunities for growth and areas of improvement.
• Forecast sales and set performance targets based on data analysis and market insights.
• Manage product supply in all its phases, together with local supply team: forecast, plan, maintain, manage according to monthly S&OP requests, with the objective to become point of reference for local Hospital point of contact.
• Collaborate closely with supply colleagues and serve as the main point of contact for coordinating and sharing information on volume tender dynamics, while keeping updated with the Italian tender team.
• Planning, developing and executing strategic commercial plans to drive growth and profitability within the hospital sector. This involves analyzing market trends, forecasting sales, and collaborating with various departments to optimize product portfolios and service offerings.

About Your Skills & Experience

For this role, we’re looking for a candidate who has an effective combination of the following qualifications, skills and experiences:

Bachelor’s degree or equivalent degree with related health science

• 3-5 years of experience
• Broad knowledge of all related safety discipline in the Pharma Industry, including clinical studies methodology, basic knowledge of clinical and safety data management and safety quality systems
• Good knowledge of Office
• Proficiency in speaking, comprehending, reading and writing English is required
• Soft skills: Positive attitude, accuracy, curiosity, proactive and result oriented approach

At Viatris, we are dedicated to building a truly diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t fully align with every requirement, we still encourage you to apply. You may just be the right candidate for this or other roles.

Why Viatris?

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. You will also have the opportunity to access excellent career progression opportunities and work-life balance initiatives.

Diversity & Inclusion at Viatris

At Viatris, diversity and inclusion are essential to our mission. The diversity we foster in all aspects of our business can be one of our greatest strengths in redefining healthcare not as it is, but as it should be. If you would like to know more about what diversity, equity and inclusion means to us, please visit https://www.viatris.com/en/Careers/Diversity-and-Inclusion

Sustainability at Viatris

Corporate social responsibility is fundamental to the Viatris mission. We work to advance responsible and sustainable operations and leverage our collective expertise to empower people to live healthier at every stage of life, recognizing that our actions affect the stakeholders and communities we serve. To learn more about our efforts, please visit https://www.viatris.com/en/about-us/corporate-responsibility

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others. 

Viatris is an Equal Opportunity Employer.

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