Customer Service Lead

Novartis

Job Location:

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description Summary

#LI-Hybrid
Location: Bogota Colombia
Relocation Support: This role is based in Bogota Colombia. Novartis is unable to offer relocation support: please only apply if accessible.

You will play a pivotal role at the heart of our customer operations where every order interaction and decision directly shapes the customer experience. As Customer Service Lead you will guide a small team of analysts while orchestrating the end to end customer order journey ensuring accuracy speed and service excellence. This role offers the opportunity to lead with impact collaborate across commercial demand planning warehouse and distribution teams and drive continuous improvement in a fast moving people driven environment where your voice and ideas truly matter.

Job Description

Key Responsibilities

Lead endtoend customer order management ensuring accurate execution and adherence to internal procedures and service level agreements
Supervise and prioritize team workload to ensure balanced execution and consistent service delivery
Act as the escalation point for critical issues related to orders deliveries and customer service incidents
Provide clear timely communication to customers and internal stakeholders on requests inquiries and process updates
Monitor service performance delivery compliance risks and deviations to prevent delays and improve outcomes
Coordinate investigation and resolution of service incidents supporting root cause analysis and corrective actions
Consolidate and report operational indicators and performance metrics to support reviews and decision making
Lead and support system changes transitions golives transfers and cutover activities impacting customer operations
Drive continuous improvement initiatives to increase efficiency service quality and customer experience
Coach and develop the analyst team building capability accountability and a strong service mindset

Essential Requirements

Bachelors degree in business administration international business industrial engineering economics or a related field
Three to five years of experience in customer service order management supply chain or related operational roles
Experience coordinating teams in an operational or servicedriven environment
Strong customer communication skills and confidence partnering with crossfunctional stakeholders
Ability to analyze operational data identify trends and translate insights into practical improvement actions
Spanish and English language knowledge

Commitment to Diversity and Inclusion

Novartis is committed to building an outstanding inclusive work environment and diverse team representative of the patients and communities we serve.

Skills Desired

Advertising Campaigns Alteryx Analytical Thinking Brand Awareness Business Networking Curiosity Digital Marketing Marketing Communications Marketing Plans Marketing Strategy Media Campaigns Process Documentation Statistical Analysis Strategic Marketing

Job Description Summary#LI-HybridLocation: Bogota ColombiaRelocation Support: This role is based in Bogota Colombia. Novartis is unable to offer relocation support: please only apply if accessible.You will play a pivotal role at the heart of our customer operations where every order interaction and ...