Customer Service Lead

About the role

As a Customer Service Lead at Novartis, you will oversee the end‑to‑end order journey, ensuring accuracy, speed, and service excellence for our customers in Colombia. You will manage a small team of analysts and collaborate closely with commercial, demand‑planning, warehouse and distribution functions.

Key responsibilities

• Lead end‑to‑end customer order management, guaranteeing precise execution and compliance with internal procedures and SLAs.
• Supervise and prioritize team workload to maintain balanced execution and consistent service delivery.
• Act as the escalation point for critical order, delivery, and 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, and implement corrective actions.
• Coordinate investigation and resolution of service incidents, supporting root‑cause analysis.
• Consolidate and report operational indicators and performance metrics for decision‑making.
• Lead system changes, transitions, go‑lives, transfers and cut‑over activities impacting customer operations.
• Drive continuous‑improvement initiatives to boost efficiency, service quality and customer experience.
• Coach and develop the analyst team, fostering capability, accountability and a strong service mindset.

Required profile

• Bachelor’s degree in business administration, international business, industrial engineering, economics or a related field.
• 3‑5 years of experience in customer service, order management, supply chain or related operational roles.
• Proven ability to coordinate teams in an operational or service‑driven environment.
• Strong customer communication skills and confidence partnering with cross‑functional stakeholders.
• Fluent in Spanish and English.

Required skills