Customer Service Coordinator (15-Month Fixed-Term Contract)

About the role

Novartis is looking for a Customer Service Coordinator for a temporary fixed-term position of 15 months at its Casablanca manufacturing site. The role coordinates customer service, administrative and operational support activities and acts as a key contact for internal and external stakeholders, supporting service excellence, process efficiency and compliance with Novartis policies.

Key responsibilities

• Serve as the main point of contact for customer service and operational coordination, following up customer requests and inquiries and maintaining high service levels.
• Support order management, documentation, reporting and day-to-day business activities.
• Manage administrative processes, organize records and reports, and provide administrative cover during team member absences.
• Liaise with Commercial, Medical, Finance, Supply Chain, Quality and external partners, and build collaborative relationships.
• Identify process improvements, contribute to new procedures and systems, and share best practices.
• Ensure compliance with Novartis policies and local regulations, report technical complaints, adverse events and special cases within 24 hours, support audit readiness, and handle marketing samples correctly.
• Support onboarding and knowledge transfer for new employees.

Required profile

• Bachelor's degree in Business Administration, Management, Supply Chain, Customer Service, Life Sciences or a related field; equivalent professional experience may be considered.
• Minimum 2-4 years of experience in customer service, administration, operations coordination or a similar support function.
• Experience in a multinational, cross-functional environment and with diverse stakeholders; pharmaceutical industry experience is an advantage.
• Fluent Arabic, French and English, written and spoken.
• Site-based role requiring regular on-site presence at the Novartis Manufacturing Site, Casablanca.

Required skills

• Call handling and customer care
• Customer relationship management (CRM) software and Salesforce
• Microsoft Access