Novartis
CustomerServiceLead
“Customer Service Lead at Novartis. Skills: Customer Service Lead, customer order management, team leadership, continuous improvement. Lead end‑to‑end customer order management, ensuring accurate execution and adherence to internal procedures and service level agreements. Supervise and prioritize team workload to ensure balanced execution and consistent service delivery”
What You'll Achieve.
ensuring accuracy, speed, and service excellence; ensure balanced execution and consistent service delivery; prevent delays and improve outcomes; increase efficiency, service quality, and customer experience
Industry & Context.
Ability to analyze operational data, identify trends, and translate insights into practical improvement actions; Coordinate investigation and resolution of service incidents, supporting root cause analysis and corrective actions
This role is based in Bogota, Colombia. Novartis is unable to offer relocation support: please only apply if accessible.
What They're Looking For.
Must Have
Bachelor’s degree in business administration, international business, industrial engineering, economics or a related field, Three to five years of experience in customer service, order management, supply chain, or related operational roles, Experience coordinating teams in an operational or service‑driven environment, customer communication skills and confidence partnering with cross‑functional stakeholders, Ability to analyze operational data, identify trends, and translate insights into practical improvement actions, Spanish and English language knowledge
Nice to Have
Advertising Campaigns, Alteryx, Analytical Thinking, Brand Awareness, Business Networking, Curiosity, Digital Marketing, Marketing Communications, Marketing Plans, Marketing Strategy, Media Campaigns, Process Documentation, Statistical Analysis, Strategic Marketing
What You'll Do.
Lead end‑to‑end customer order management
ensuring accurate execution and adherence to internal procedures and service level agreements
Supervise and prioritize team workload to ensure balanced execution and consistent service delivery
Act as the escalation point for critical issues related to orders
and customer service incidents
timely communication to customers and internal stakeholders on requests
Monitor service performance
and deviations to prevent delays and improve outcomes
Coordinate investigation and resolution of service incidents
supporting root cause analysis and corrective actions
Consolidate and report operational indicators and performance metrics to support reviews and decision making
Lead and support system changes
and cutover activities impacting customer operations
Drive continuous improvement initiatives to increase efficiency
and customer experience
Coach and develop the analyst team
and a service mindset
How You'll Work.
Team & Collaboration
collaborate across commercial, demand planning, warehouse and distribution teams; partnering with cross‑functional stakeholders
Communication Scope
customer communication skills; Provide clear, timely communication to customers and internal stakeholders on requests, inquiries, and process updates
Process & Methodology
Lead and support system changes, transitions, go‑lives, transfers, and cutover activities impacting customer operations
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