Customer Service Specialist - Temporary (12 months)

Customer Service Specialist - Temporary (12 months)

Summary: As a Customer Service Representative, you will collaborate closely with customers, internal stakeholders, and external partners to ensure the smooth execution of orders for our products, including highly innovative RLT products. Your work directly contributes to the
- being of our patients.

About The Role: This position is part of the Customer Service team and reports directly to the Customer Service Team Lead.

Duties Description:

• Order processing: manage orders promptly and accurately using the designated system, including manual entry for site‑to‑site material transfer orders.
• Support sales staff and channel partners in processing orders/returns; provide metrics and reporting to sales teams and HCPs.
• Proactive customer communication: use phone and email to respond to inquiries about order status, shipping dates, product availability, and backorders.
• Perform order confirmation and booking for manually placed orders; track orders and provide status updates; maintain customer order lists.
• Issue credit notes and debit notes as necessary.
• Monitor delivery status with transport companies and verify transport documents.
• Act as a liaison among various departments, advising internal parties as needed.
• Record and analyze data to enhance customer knowledge and experience; collaborate with the Customer Experience Manager to improve processes.
• Provide feedback on process efficiencies to improve the customer experience; serve as the key contact for sales teams monitoring client consultations and incidents.
• Report technical complaints or adverse events related to Novartis products within 24 hours of receipt.
• Maintain accurate and up‑to‑date working procedures and customer master data in support systems.
• Manage implementation of new projects and rollout of new tools.

What You Bring To The Position:

• Completion of required training; bachelor’s degree preferred (e. g. , Management, Engineering).
• Proven experience in a similar role, preferably in the health industry.
• Excellent communication skills.
• Strong organizational skills.
• Service‑oriented mindset.
• Structured and independent working style.
• Attention to detail.
• Team player.
• Good PC skills.
• Fluent written and spoken Portuguese; good knowledge of English.

Key Performance Indicators:

• Customer satisfaction: survey results and multi‑rater feedback from stakeholders.
• Full compliance with required standards and policies (NFCM controls).
• Compliance with order management deadlines.

Desirable:

• Experience in customer service and familiarity with common ordering systems and order management tools (SAP user).
• Experience in production operations and sales desirable.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other, we combine to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? Learn more.

Join our Novartis Network: If this role is not the right fit for you, sign up to our talent community to stay connected and learn about suitable opportunities as they arise: https://talentnetwork. novartis.com/network.

Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards.