Customer Service & Operations Lead

Biopharma Careers; Santiago; Híbrido; CLP 31.248.000 - 46.872.000; Jornada completa

Descripción de la vacante

Novartis in Santiago, Chile is seeking a Customer Service Coordinator to oversee and coordinate customer service processes delivered by an external provider, ensuring compliance with Novartis standards.

You will act as the primary link between Novartis and the outsourcing partner, driving operational excellence, resolving challenges, and collaborating with cross‑functional teams to ensure orders reach customers accurately and on time, supporting supply chain performance and customer satisfaction.

Formación

• University degree in Business Administration, Engineering, Supply Chain, or related field.
• At least 5 years of experience in customer service, order management, supply chain operations, or similar.
• Fluent Spanish and English with excellent communication and stakeholder management.
• Experience with SAP S/4HANA and advanced Excel; Power BI is an advantage.

Responsabilidades

• Act as primary contact between Novartis and external provider ensuring compliant execution of processes.
• Coordinate end-to-end customer service activities from PO receipt through delivery and invoicing.
• Oversee customer order processing in SAP for accuracy and adherence to procedures.
• Monitor performance via KPIs, dashboards, and regular reviews.
• Review billing documentation to ensure timely invoicing and issue resolution.
• Partner with Supply Chain, Quality, Regulatory Affairs, Finance, and Commercial teams to resolve operational challenges.
• Track customer feedback, complaints, and service levels; drive improvements.
• Identify opportunities to improve processes, compliance, and efficiency.

Conocimientos

Stakeholder management

Communication

Analytical thinking

Customer service processes

Educación

University degree in Business Administration, Engineering, Supply Chain, or related field

Herramientas

SAP S/4HANA

Microsoft Excel

Power BI

Descripción del empleo

Novartis in Santiago, Chile is seeking a Customer Service Coordinator to oversee and coordinate customer service processes delivered by an external provider, ensuring compliance with Novartis standards.

You will act as the primary link between Novartis and the outsourcing partner, driving operational excellence, resolving challenges, and collaborating with cross‑functional teams to ensure orders reach customers accurately and on time, supporting supply chain performance and customer satisfaction.