Customer Service Representative

JOB FOCUS

The purpose of the role is to strengthen IO Logistic Cantres position as a supply chain logistics Centre of excellence, delivering best in class service to our customers and driving continuous improvements across the supply chain.

The role is accountable for end-to-end logistics delivery in order to deliver medicines from manufacturing plants and contract manufacturers to customers and patients at the right place, at the right time, in the right condition.

The role acts as a specialist operational resource within IO LC’s, using extensive operational knowledge and experience, while using innovation and patient-centric thinking to provide input into improvement recommendations (driving them when needed).

JOB SUMMARY - MAIN AREA’S OF RESPONSIBILITY / ACCOUNTABILITIES

1

Primary Responsibilities

1.1

Shipment management
- Serves as the key liaison (customer owner) between customers and other IO functions.
- Collaborate with third party service providers for shipment handling according to customer priorities, within agreed lead-times and for the activities assigned.
- Ensure full documentation towards all IO function, plant, contract manufacturer, market/PEBV stakeholders is accurate and available on time (based on compliance and customer requirements).
- Ability to manage by exception following processes and policies. Focus on identifying and handling operational cases that deviate from the norm.
- Ability to execute and monitor real time information, alerts and notifications, issues about the end to end logistic - order management execution process.
- Ensure all related master data (e.g. customer profiles) in SAP is up to date according to compliance and changing customer needs.
- Execute filing and e-archiving according to the relevant procedures.
- Handle returns and corrections within agreed lead-times and per procedure.
- Ensure timely and complete incident and event management in line with the relevant procedures.
- Monitor daily & weekly controls to avoid any over-dues in shipment handling.
- Holding self-accountable to meet commitments.

1.2

Communication
- Act as focal point of contact towards assigned stakeholders for all service-related questions for assigned responsibilities.
- Provide appropriate feedback to stakeholders in terms of delivery lead-times and proactive communication in case of delays.
- Handle complaints in due time.

1.3

Finance
- Comply with all SOPs and Work Instructions in line with the O2C SOX procedures.
- Support Audit by providing information/documentation on time and in full of no discrepancies.
- Support the Financial accounting closing period activities as per procedure.
- Resolve all financial issues and corrections in close connection with the Finance teams, local market teams and according to procedures.

1.4

Continuous Improvements
- Initiate, implement and support innovative initiatives to improve the customer experience.
- Curious and fast active learner through experimentation when tackling new problems, using successes and failures as learning fodder.
- Actively seek new ways to grow and be challenged using both formal and informal development channels.
- Ability to embrace constant changes and build resilience with flexibility, open mind and positive attitude in high
- energy and fast-paced environment.
- Ability to identify problems, handle conflict and deliver customer centric solutions in a fast and proactive way.
- Support and propose strategic, automation and cost saving initiatives.

2

Additional Responsibilities

2.1

Process Owner /Specialist (base level)
- Planning and prioritizing work to meet commitments aligned with departmental and individual goals.
- Act as a specialist resource within the IO LC’s organization for the assigned Flow(s) or Specialist area.
- Ensures SOP, WI, Job aids and RACI are maintained and updated according to procedures.
- Challenge and maintain best known way of operation for assigned Flow(s) or Specialist area.

KEY PERFORMANCE INDICATORS (KPI)

 Achieve right first-time supply requirements

 Meet agreed customer delight performance targets.

 Escalate supply and customer issues per guidance

 Comply with all procedures and demonstrate Pfizer values & behaviors.

 Meet set departmental and individual objectives.

Specific to additional Responsibilities:
 Standardization of processes.

 Number of process improvements.

QUALIFICATIONS

 Level of Education
- Bachelor or Masters’ Degree, university degree or equivalent through experience in a supply chain related discipline.

 Experience
- 1-2 years of experience in a customer facing role delivering best in class customer service to enhance the customer experience.

 Languages
- Excellent verbal and written skills in English. Dutch and/or French are a plus or can be required depending on the assigned responsibilities.
- Excellent communication (written and verbal), listening, documentation and comprehension skills.

 Compu