SCM & Customer Service Senior Expert

Job Description Summary

Location: Montreal, #LI-Hybrid
Novartis is unable to offer relocation support for this role; please only apply if this location is accessible for you.

About the role:

We are looking for experienced and passionate professionals to help us achieve our ambitious mission to reach twice as many patients twice as fast. As Supply Chain & Customer Service Senior Expert, you will be responsible for managing the Customer Service/Wholesaler management operations, providing tactical and analytical support to the business, while also supporting key projects in Supply Chain Management. The role reports directly to the Head of Supply Chain Management & Customer Operations and will work closely with Trade, Supply Planning, and BPA teams.

Temporary position: 15 months

Key responsibilities:

• Engage and develop team talent with the right skills for the right roles through targeted skilling; whilst enhancing team productivity and morale.
• Oversee Order Management Analytical processes, ensuring to collect intelligence from both internal and external stakeholders and share insights cross-functionally to enable data-driven decisions and improve overall order management and distribution performance.
• Lead order to release and release to invoice productivity initiatives, and internal projects to maximize customer service level.
• Responsible for managing and evaluating wholesaler performance and its impact on business operations.
• Guarantee excellence in Customer Service Level and Satisfaction – create and safeguard key performance indicators to develop remediation plans to achieve operational excellence.
• Own Customer Service Financial controls in full compliance with corporate guidelines.
• Support SCM Head in the development and implementation of key projects.

What you'll bring to the role:

Essential:

• University Degree in Business/Finance/Economics/Engineering, preferred.
• Experience in Customer Service, Order Management, Logistics, and distribution.
• Excellent oral and written communication skills with a team player and proactive attitude.
• Ability to address time-sensitive or urgent problems and adjust to periods of intense workload. Project Management experience.
• Leadership with proven problem-solving skills and ability to deal with ambiguity.
• Strong knowledge of M365 package and data analytics tools such as Power BI, SAP Business Objects, Tableau, etc.
• Intermediate Bilingualism – Oral and Written: English and French.

Desirable Requirements:

• 3-5 years of pharmaceutical experience.
• Experience with SAP, Microsoft Access, and BPC.

Skills Desired:

• Business Networking
• Business Scenario Planning
• Change Control
• Continual Improvement Process
• Efficiency
• Flexibility
• General HSE Knowledge, Including GDP
• Inventory Management
• Knowledge of GMP
• Operations
• Order Fulfillment
• Order Management
• Procurement
• Product Distribution
• Risk Management
• Supply Chain Management
• Supply Chain Planning
• Supply Planning