Customer Experience & Supply Chain Analyst (Hybrid)

Novartis; United States; Hybrid; USD 19,000 - 28,000; Full time

Job summary

Novartis in Bogota, Colombia is seeking a Customer Service Analyst to drive exceptional service levels for key customers by managing orders, deliveries, and communications while supporting supply chain performance.

You will work with cross-functional teams, apply analytics and runbooks, and contribute to launches and continuous improvement. A bachelor's degree and experience in customer service or supply chain are required, with strong English skills.

Qualifications

• 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 and data-driven decision making.
• Intermediate to advanced English proficiency.

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.

Skills

Stakeholder management

Data analysis

Demand planning

Order management

Project management

English proficiency

Education

Bachelor's degree in Business Administration, Industrial Engineering, Supply Chain, Finance, Logistics, or related field

Job description

Novartis in Bogota, Colombia is seeking a Customer Service Analyst to drive exceptional service levels for key customers by managing orders, deliveries, and communications while supporting supply chain performance.

You will work with cross-functional teams, apply analytics and runbooks, and contribute to launches and continuous improvement. A bachelor's degree and experience in customer service or supply chain are required, with strong English skills.