Customer Service Analyst

Location: Barcelona.
We are seeking a highly motivated and enthusiastic individual to join our team! In this role, you will be responsible for providing exceptional service to our valued customers. You will handle inquiries, resolve customer issues, and ensure customer satisfaction. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to work well in a fast-paced environment.
Key responsibilities:
• Process customer orders according to account-specific agreements, including invoice preparation following specific customer requirements. Invoices should be sent to customers in AX and through E-Invoice.
• Manage incoming calls and promptly respond to customer inquiries, taking ownership of customer follow-up and communication.
• Resolve customer complaints and queries to ensure customer satisfaction.
• Identify and assess customers' needs to provide personalized support and ensure their satisfaction.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Provide professional customer support by opening and maintaining customer accounts, recording account information.
• Keep databases and related documents updated, including adherence to SOX-based controls.
• Collaborate with internal stakeholders across different functions, including Manufacturing, Sales, Logistics, and Finance, and offer support to customers and sales team members by providing information and creating reports.

Essential requirements:
• University degree
• Minimum 2+ years of customer service experience, preferably in the pharmaceutical industry
• Proficient in Microsoft Office, especially Excel
• Customer-oriented attitude with excellent communication skills
• Strong team player with the ability to work across diverse functions with proactivity and problem solving skills
• Ability to multitask, prioritize, and manage time effectively
• Fluent in Spanish and English
Desirable requirements:
• Degree in Business Administration is a plus
• Familiarity with ERP systems and practices
Why Novartis:
Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and tru ste d medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people and culture
You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits rewards
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.
Join our Novartis Network:
If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis an d o ur career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network