Head Customer Service (m/f/d)

Oct 13, 2021

Job Description

28,000 associates of more than 100 nationalities deliver high quality and affordable medicine on time, every time, safely and efficiently.

Your key responsibilities
• Responsible for ensuring the most effective organizational set up in order to get customer satisfaction at the expected target for all products / supply points in scope throughout regular monitoring of deliveries.
• Responsible for driving organizational readiness to execute effective Monthly Demand Review in all scope sites globally (midterm horizon 3 to 24 months) incl. demand assumptions, recognizing trends, showing variances to last demand submissions, as input to Supply Review and Monthly Business Review (MBR) within Sales & Operations (S&OP) process.
• Ensures compliance with GMP, regulatory requirements, and HSE (including record management).
• Standardization and Improvement of processes: Ongoing evaluation of effective processes by proposals and implementation of standardization and improvements based on superior process changes or by application of new technologies.
• Lead the coordination of interactions of customer service team with other departments like Quality / Planning / Logistics within GOC, manufacturing sites in scope of services and country organizations / customers.
• Responsibility for the on-boarding and training of the customer service team members. Provide development, training and coaching in order to maintain a high knowhow and performance within the customer service team.
• Monitoring, alerting, escalation and mitigation of delivery issues.
• Ensure efficient supply bottleneck management and priority setting in the Sites.

Diversity & Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.

Minimum Requirements

What you will bring to the role
• University degree and/or business administration.
• APICS certification is an advantage.
• Fluent in English and more languages are advantage.
• Strong knowledge of supply chain processes, NOSSCE principles and best practices (across industries preferably).
• Ability to act in a complex matrix-oriented and rapidly changing business environment.
• Strong leadership experience within multicultural environment / organizations.
• Program / global project management skills.

You’ll receive

Competitive salary, Annual bonus, Flexible working schedule, tailored to your needs, possibility to work from home, Pension scheme, Employee Recognition Scheme, Sports Club Membership, employment at Top SI Employer, Learning and development opportunities.

We offer permanent employment, with 6 months of probation period.

You are kindly invited to submit your application in English language, including CV by 27th of October 2021.

Why Novartis?

769 million lives were touched by Novartis medicines in 2020, and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Novartis Technical Operations
Technical Operations
Full Time
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Head Customer Service (m/f/d)

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