Customer Service Agent

Key Responsibilities:

• Own end-to-end demand management: review forecasts, prevent stock-outs, and align coverage with stakeholders.
• Manage customer orders, coordinating with Production and Quality to ensure reliable supply.
• Plan shipments to match requested delivery dates with Dispatch and Warehouse teams.
• Handle special requests, including one-time shipments and registration samples, based on customer demand.
• Maintain accurate customer service records in SAP (Systems, Applications, and Products in Data Processing).
• Track Key Performance Indicators, analyze trends, and create performance reports for stakeholders.
• Drive improvements through investigations and corrective and preventive actions to strengthen service performance.

Essential Requirements:

• Proven experience in operations management and execution in a supply, logistics, or manufacturing environment.
• Strong problem-solving and timely decision-making skills, with clear ownership and proactive follow-through.
• Confident communicator who builds effective partnerships with internal teams and external customers.
• Solid understanding of transportation, demand planning, and order management processes.
• Proficiency with SAP, Microsoft Power BI or Kinaxis (or similar planning and analytics tools).
• Fluent English (fluency in Romanian is a plus), with an active learning mindset and resilience in a fast-changing environment.

Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.