Customer Experience Coordinator

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

Every day, we rise to the challenge to make a difference and here’s how the Customer Experience Coordinator role will make an impact:

• Primary point of contact and liaison between the external Customer Service provider and the internal team, ensuring seamless collaboration and operational alignment.

• Oversight of the external provider’s performance, including service levels, training quality, and adherence to defined standards and procedures.

• Supervision and continuous improvement of operational activities through the development of new standards, procedures, reports, and key performance indicators (KPIs).

• Analysis of workload distribution and resource allocation to optimize efficiency and meet business needs.

• Support in managing complex or critical customer service issues and delivery of training programs to enhance the external Customer Service provides skills.

• Key liaison for internal Logistics and Finance departments, as well as external 3PL warehouses.

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:

• Minimum of a bachelor’s degree in Management or Computer Engineering. However, a combination of experience and/or education will be taken into consideration

• Experience: at least 5 years of experience in Customer Service, Commercial back office or Supply chain in the pharmaceutical industry

• Experience with B2B activities is preferred

• Excellent knowledge of Office suite especially Excel, Power Point and Power BI is a must

• Knowledge of CRM systems preferably Salesforce/Service Cloud

• Must also possess: accuracy, reliability, organizational and interpersonal skills

• Good command of English language is a benefit

• Travel up to 20% may be required

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.