• Delivery excellence in all customer interactions and enable timely and accurate processing of customer orders and enquiries through excellent customer service and process optimization • Central in coordinating with local teams, regional supply chain, and selected external partners to ensure a seamless process from product ordering to delivery • Complying with all laws, regulations, and policies governing the conduct of customer service programs or activities.

• Timely order management using relevant system. • Perform manual order entry for site-to-site material transfer orders. • Issue credit and debits notes. • Monitor email inboxes to ensure timely and accurate responses to customer inquiries regarding order status, shipping dates, product availability, and back orders. • Perform order confirmation and inbound system booking for manually placed orders in the system. • Act as a liaison with various departments throughout the company and be a trusted advisor to internal parties. • Maintain and issue customer open order list -Maintain accurate and up to date working procedures • Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt • Distribution of marketing samples (where applicable)

• Experience working in a customer service environment • A person who are passionate and interested in the challenge of trying new technologies and confident of success • A person who has strengths in communication and cooperation with cross functional team and 3rd party logistics provider • Providing high quality customer service / excellent customer feedback