Customer Service Analyst

About the role

Novartis is seeking a Customer Service Analyst to ensure exceptional service levels for strategic customers. The role focuses on order fulfillment, delivery performance, customer communications, and operational improvements within the supply chain.

Key responsibilities

• Manage relationships with assigned strategic customers, overseeing purchase orders, deliveries, invoicing, product recoveries, and service‑level commitments.
• Monitor and analyze key service metrics such as On Time In Full, Customer Service Time, and returns management.
• Serve as primary point of contact for customer inquiries, providing timely resolutions.
• Own financial and operational controls, ensuring compliance with internal policies and governance processes.
• Participate in demand planning discussions, identifying risks and opportunities.
• Contribute to tactical and strategic initiatives related to operational excellence, launches, returns, and supply chain optimization.

Required profile

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

Required skills

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