Senior Customer Service Representative

JOB FOCUS

Monitors, control, execute and facilitate interactions and decision across functions and partners to optimize the e2e delivery, return and exception process giving the best experience to our customer. “Make things happen”

Orchestrate the daily operation (smarter and faster) delivering the right product, in the right quantity and the right condition, to the right place at the right time for the right customer at the right documentation.

Single customer point of contact giving a seamless experiences or, at very least, find what he need in a fast and easy way regardless of touchpoints.

JOB SUMMARY - MAIN AREA’S OF RESPONSIBILITY / ACCOUNTABILITIES

1. Customer Service / Logistic (50 %)- Order Management execution according to customer priorities and within agreed lead times.- Return and Exception management with agreed lead time and per the procedure.- Responsible for E2E logistic execution (from manufacturing site to point of use) collaborating with carriers.

2. Communication (25 %)- Act as a focal point for the customer for any need related to a shipment.- Provide appropriate feedback to customer in terms of delivery lead times and proactive communication in case of delays.- Organize Market Engagement meeting.3. Finance (15 %)- Comply with all SOPs and work instructions in line with the O2C Sox procedures.- Support audit by providing samples and responses in due time.- Support the Financial accounting closing period activities as per procedure.- Support Financial Sales Recognition activities as per procedure.- Resolve all financial issues and corrections in close connection with the Finance Teams.

4. Continuous Improvement (10 %)- Support initiatives to improve the customer satisfaction derived from the customer satisfaction survey.- Support and drive Operational Excellence (OpEx) initiatives to improve efficiencies and to remove non added value activities.- Support the implementation of strategic and cost saving initiatives.- Support Pfizer People and Culture strategies.

KEY PERFORMANCE INDICATORS (KPI)- Meet agreed customer satisfaction performance targets.- Realize quality and accuracy of information and documentation provided to stakeholders.- Comply with defined lead times and escalate in time.- Comply with and adhere to all procedures and to the Pfizer values.- Meet set departmental and individual objectives.- Works according to relevant SOPs and Work Instructions (WIs).

QUALIFICATIONS

Level of Education- Bachelor or master's degree, university degree or equivalent through experience in a supply chain related discipline.

Experience- Five years of experience in a Customer facing / logistic role delivering best in class customer service to enhance the customer experience.

Languages- Strong verbal and written skills in English

Computer skillsCOMPETENCIES - PERSONAL CAPABILITIES- Strong communication skills- Customer service focus- Strong problem solving skills- Initiative for continuous improvement- Team player- Performance and quality driven- Flexibility

Work Location Assignment: On Premise

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Logistics & Supply Chain Mgmt