Customer Service Lead

Job Description Summary

#LI-Hybrid
Location: Bogota, Colombia
Relocation Support: This role is based in Bogota, Colombia. Novartis is unable to offer relocation support: please only apply if accessible.

You will play a pivotal role at the heart of our customer operations, where every order, interaction, and decision directly shapes the customer experience. As Customer Service Lead, you will guide a small team of analysts while orchestrating the end to end customer order journey, ensuring accuracy, speed, and service excellence. This role offers the opportunity to lead with impact, collaborate across commercial, demand planning, warehouse and distribution teams, and drive continuous improvement in a fast moving, people driven environment where your voice and ideas truly matter.

 

Job Description

Key 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

Essential 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