Novartis

Customer Service Coordinator (Temporary Fixed-Term, 15 Months)

Casablanca

CDD / ContratSur site1–3 ansLicence / Bac+3Arabe, Français, AnglaisService client / SAVPharmaceutique

L’essentiel du poste

Résumé par Postule AI

Novartis is recruiting a Customer Service Coordinator for a temporary, 15-month fixed-term position based at its Manufacturing Site in Casablanca, Morocco. The role coordinates customer service, administrative and operational support, acting as a key contact for internal and external stakeholders. Responsibilities include handling customer requests, maintaining records and reports, collaborating across functions, ensuring compliance with Novartis policies and regulations, and supporting continuous improvement. Candidates need a bachelor's degree (or equivalent experience), 2-4 years of relevant experience, and fluency in Arabic, French and English.

Vos missions

  • Serve as the primary point of contact for customer service and operational coordination, ensuring timely follow-up of requests and inquiries.
  • Manage administrative processes, records, trackers and operational reports, and provide administrative support during team absences when required.
  • Liaise with cross-functional teams including Commercial, Medical, Finance, Supply Chain, Quality and external partners.
  • Identify process improvement opportunities and contribute to implementing new or revised procedures and systems.
  • Ensure activities comply with Novartis policies and local regulations, including reporting technical complaints and adverse events within 24 hours.
  • Support onboarding and knowledge transfer for new employees, and maintain audit readiness and documentation standards.

Profil recherché

  • You have 2-4 years of experience in customer service, administration or operations coordination
  • You are comfortable coordinating across functions, stakeholders and geographies in a multinational setting
  • You are fluent in Arabic, French and English, both written and spoken
  • You are available for a 15-month temporary, on-site role in Casablanca
  • You enjoy process improvement and ensuring compliance with policies and regulations

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Customer Service Coordinator

The Customer Service Coordinator ensures effective coordination and execution of customer service, administrative and operational support activities across the organization. This role is a key contact point for internal and external stakeholders, supporting service excellence, process efficiency, compliance with Novartis policies and smooth business operations.

This is a temporary fixed-term position with a contract duration of 15 months.

Major Accountabilities

Customer Service & Operational Support
  • Serve as a primary point of contact for customer service-related activities and operational coordination.
  • Ensure timely processing and follow-up of customer requests, inquiries, and operational needs.
  • Support order management, documentation, reporting, and day-to-day business coordination as applicable.
  • Maintain high service levels and proactively address issues impacting customer satisfaction.
Administrative Coordination
  • Manage and coordinate administrative processes and activities within the assigned scope of responsibility.
  • Organize and maintain records, documentation, trackers, and operational reports.
  • Provide administrative support during team member absences when required.
  • Coordinate meetings, communications, and operational activities with internal and external stakeholders.
Stakeholder Management
  • Liaise with cross-functional teams including Commercial, Medical, Finance, Supply Chain, Quality, and external partners.
  • Provide guidance and support on processes, procedures, systems, and departmental requirements.
  • Build collaborative relationships to facilitate business execution and problem resolution.
Process Excellence & Continuous Improvement
  • Identify opportunities to simplify, optimize, and improve operational processes.
  • Contribute to the implementation of new or revised procedures and systems.
  • Participate in projects aimed at improving efficiency, customer experience, and operational effectiveness.
  • Support the development and sharing of best practices.
Compliance & Quality
  • Ensure all activities comply with Novartis policies, local regulations, and compliance requirements.
  • Report technical complaints, adverse events, and special situation cases related to Novartis products within 24 hours of receipt.
  • Support audit readiness and maintain proper documentation standards.
  • Ensure accurate handling of marketing samples where applicable and in compliance with local requirements.
Team Support
  • Support onboarding and knowledge transfer activities for new employees.
  • Contribute to a positive and collaborative team environment.
  • Share knowledge and expertise to enhance overall team effectiveness.

Key Performance Indicators

  • Achievement of agreed customer service and operational service levels.
  • Timeliness and accuracy of administrative and operational activities.
  • Stakeholder satisfaction and quality of support provided.
  • Continuous improvement initiatives successfully implemented.
  • Compliance with reporting requirements, quality standards, and Novartis procedures.
  • Accuracy and completeness of documentation and reporting.

Minimum Requirements

Education
  • Bachelor's degree in Business Administration, Management, Supply Chain, Customer Service, Life Sciences, or a related field.
  • Equivalent professional experience may be considered.
Work Experience
  • Minimum 2-4 years of experience in customer service, administration, operations coordination, or a similar support function.
  • Experience working within a multinational and cross-functional environment.
  • Experience collaborating with diverse stakeholders across functions and geographies.
  • Pharmaceutical industry experience is considered an advantage.
Languages
  • Fluent in Arabic, French and English, both written and spoken.

Work Location

  • This position is site-based and requires regular on-site presence at the Novartis Manufacturing Site, Casablanca.
  • The incumbent will work closely with operational, quality, supply chain, customer service, and support functions at the manufacturing site.

Skills Desired

Call Handling, Customer Care, Customer Experience (CX), Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Microsoft Access, Operational Efficiency, Relationship Building, Sales, Salesforce (Software), Software Installations

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