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. Are you passionate about delivering exceptional customer experiences while driving operational excellence across the supply chain? As a Customer Service Analyst, you will play a critical role in ensuring outstanding service levels for key customers by managing order fulfillment, delivery performance, customer communications, and operational improvement initiatives. You will collaborate closely with internal and external stakeholders, leveraging analytics, operational insights, and cross-functional partnerships to support business continuity, customer satisfaction, and supply chain performance. This is an exciting opportunity to influence customer experience while contributing to strategic initiatives, product launches, and continuous improvement efforts within Novartis.
Key Responsibilities
- Manage relationships with assigned strategic customers,



ensuring proactive follow-up on purchase orders, deliveries, invoicing, product recoveries, and service-level commitments.
- Monitor and analyze key service metrics including On Time In Full, Customer Service Time, returns management, and other operational indicators.
- Serve as a primary point of contact for customer inquiries and requests, providing timely and effective resolutions.
- Act as owner of key financial and operational controls, ensuring compliance with internal policies, reporting requirements, runbooks, and governance processes.
- Play an active role in demand planning discussions, identifying risks, opportunities, and insights that support informed business decisions.
- Participate in tactical and strategic initiatives related to operational excellence, customer service improvements, launches, returns, and supply chain optimization.

Essential Requirements
- Bachelor's degree in Business Administration, Indu

📌 Customer Service Analyst (Bogotá, D.C.)
🏢 CO01 (FCRS = CO001) Novartis de Colombia
📍 Bogotá, D.C.