Customer Service Lead

About this role

Responsibilities

• 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, deliveries, and customer 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 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, transitions, go‑lives, transfers, and cutover activities impacting customer operations
• Drive continuous improvement initiatives to increase efficiency, service quality, and customer experience
• Coach and develop the analyst team, building capability, accountability, and a strong service mindset

Requirements

• 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
• Strong 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
• Commitment to Diversity and Inclusion
• Novartis is committed to building an outstanding, inclusive work environment and diverse team representative of the patients and communities we serve.
• Skills Desired
• 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