Customer Service Analyst

CO01 (FCRS = CO001) Novartis de Colombia S.A; Bogotá ciudad; Híbrido; COP 7.000.000 - 11.000.000; Jornada completa

Descripción de la vacante

Novartis de Colombia S.A. in Bogota seeks a Customer Service Analyst to support key customers, manage order fulfillment, and drive service levels across the supply chain.

You will work with internal and external partners, apply analytics to performance insights, and contribute to launches, continuous improvement, and governance processes while ensuring compliance and business continuity. The role requires strong English communication, collaboration, and a data-driven mindset to influence

Formación

• Bachelor's degree in a related field as listed.
• Experience in customer service and supply chain operations.
• Strong stakeholder management and data-driven recommendations.
• Analytical, organized, with project management skills.
• Proficient in English, written and spoken.

Responsabilidades

• Manage relationships with strategic customers and monitor PO, deliveries, invoicing, and service commitments.
• Analyze service metrics like OTIF, CS Time, returns, and other KPIs.
• Serve as primary contact for inquiries with timely resolutions.
• Own key financial and operational controls and governance runbooks.
• Contribute to demand planning discussions and identify risks and opportunities.
• Support tactical and strategic initiatives for operational excellence and launches.

Conocimientos

Customer service

Supply chain operations

Demand planning

Order management

Commercial operations

Stakeholder management

Data analysis

English communication

Project management

Problem-solving

Educación

Bachelor's degree in Business Administration / Industrial Engineering / Supply Chain / Finance / Logistics

Descripción del empleo

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. Are you passionate about delivering exceptional customer experiences while driving operational excellence across the supply chain? As a Customer Service Analyst, you will play a critical role in ensuring outstanding service levels for key customers by managing order fulfillment, delivery performance, customer communications, and operational improvement initiatives. You will collaborate closely with internal and external stakeholders, leveraging analytics, operational insights, and cross-functional partnerships to support business continuity, customer satisfaction, and supply chain performance. This is an exciting opportunity to influence customer experience while contributing to strategic initiatives, product launches, and continuous improvement efforts within Novartis.

Key Responsibilities

• Manage relationships with assigned strategic customers, ensuring proactive follow-up on purchase orders, deliveries, invoicing, product recoveries, and service-level commitments.
• Monitor and analyze key service metrics including On Time In Full, Customer Service Time, returns management, and other operational indicators.
• Serve as a primary point of contact for customer inquiries and requests, providing timely and effective resolutions.
• Act as owner of key financial and operational controls, ensuring compliance with internal policies, reporting requirements, runbooks, and governance processes.
• Play an active role in demand planning discussions, identifying risks, opportunities, and insights that support informed business decisions.
• Participate in tactical and strategic initiatives related to operational excellence, customer service improvements, launches, returns, and supply chain optimization.

Essential Requirements

• Bachelor's degree in Business Administration, Industrial Engineering, Supply Chain, Finance, Logistics, or a related field.
• Experience in customer service, supply chain operations, demand planning, order management, or commercial operations.
• Strong stakeholder management skills with the ability to collaborate effectively with internal and external partners.
• Experience managing operational performance indicators and developing data-driven recommendations.
• Strong analytical, organizational, project management, and problem-solving capabilities.
• Intermediate to advanced English proficiency with strong written and verbal communication skills.

Desirable Requirements

• Experience within the pharmaceutical, biotechnology, healthcare, or life sciences industry.
• Experience supporting demand planning, returns management, operational excellence, or new product launch activities.
• Experience leveraging analytics, automation, AI-enabled tools, dashboards, and digital technologies to improve customer service performance, reporting, and decision-making.

Why Novartis?

At Novartis, our purpose is to reimagine medicine to improve and extend people's lives. As a Customer Service Analyst, you will help strengthen the connection between Novartis and its customers by ensuring excellent service, operational reliability, and effective collaboration across the organization. You will have the opportunity to work with cross-functional teams, contribute to strategic business initiatives, and help drive continuous improvement while supporting access to innovative medicines for patients.

Commitment to Diversity and Inclusion

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. We believe that diverse perspectives, experiences, and backgrounds are essential to driving innovation and improving outcomes for patients around the world.

Accessibility and Accommodation

Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please contact your local Talent Acquisition team and let us know the nature of your request and your contact information.

Skills Desired

• Data Visualization
• Employee Engagement
• Market Understanding
• Process Optimization

Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you. Working together. Learning together. Thriving together. Discover how you can join us in changing people’s lives.

In the context of China Cross-Border Data Transfer (CBDT) policy, if you need to apply for a position in China, please go to the local Recruiting System TaleNov.