Customer Service Coordinator (Temporary Fixed-Term Contract - 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 coordination of day-to-day business activities 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 relevant records, documentation, trackers, and operational reports.
• Ensure business continuity by providing administrative support during team member absences when required.
• Coordinate meetings, communications, and operational activities involving internal and external stakeholders.

Stakeholder Management

• Liaise effectively with cross-functional teams including Commercial, Medical, Finance, Supply Chain, Quality, and external partners.
• Provide guidance and support regarding processes, procedures, systems, and departmental requirements.
• Build collaborative relationships to facilitate effective 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 and initiatives aimed at improving efficiency, customer experience, and operational effectiveness.
• Support the development and sharing of best practices.

Compliance & Quality

• Ensure all activities are conducted in accordance 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 and according to applicable procedures.
• 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 (KPIs)

• 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.
• Effective management of departmental administrative processes and coordination activities.
• 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 based on the manufacturing site to ensure effective coordination and business continuity.
• Given the operational nature of the role, regular physical presence on site is required.

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