Logistics & Customer Experience Analyst

Why Patients Need You

Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them. You’ll help bring medicines to the world even faster by embracing challenges, imagining what’s possible and taking action.

What You Will Achieve

Working with a dynamic team of Logistics and Supply Chain experts, you will carry out activities involved in distribution and order centers' receipt and filling of customer orders. These would include requesting shipment of product to global markets, and ensuring efficient order processes and procedures being in place.

As a Senior Associate, your knowledge and skills will contribute towards the goals and objectives of the team. Your focus and ability to meet team targets will help in completing critical deliverables. Your innovative use of communication tools and techniques will facilitate in explaining difficult issues and establishing consensus between teams.

It is your hard work and focus that will make it possible for Pfizer’s customers and patients to receive the medicines they need, when they need them.

How You Will Achieve It
- Contribute to the completion of projects, manage own time to meet agreed targets, and develop plans for work activities on own projects.
- Conduct annual customer satisfaction survey, prepare analysis and follow up with action plan.
- Manage the order fulfilment process, ensure the proper contract is being applied, provide budget management support, create and distribute order fulfilment reports to relevant stakeholders.
- Analyze transaction for source of error, re-process corrected transaction, and implement needed corrective actions to prevent future errors.
- Provide deduction resolution and assist customers and field sales with credit held orders.
- Support various initiatives/projects/pilots within Customer Service, including Pfizer's efforts in support of DSCSA compliance.
- Provide information and analytical support to management and brands.
- Provide escalation management for order issues, allocation cuts, complaint management and any other problematic areas.
- Monitor and resolve customer complaints regarding failed, incorrect or missing ASNs.
- Perform ongoing master data maintenance activities required for effective order management, DSA execution, and reporting accuracy.
- Manage purchase opportunities and provide ad hoc reporting to upper management and Brand Teams.

Description

This position will be responsible for the operations for Customer Experience activities and efficient functioning of the Global Logistics & Network Services - Logistics Center Singapore (GL&NS-LCS). The L&CE Analyst will manage orders and shipments to various market in Asia and work with Market Planning Hub (MPH) to recommend logistics solutions. The L&CE Analyst will also support the L&CE Team Manager to ensure that all intercompany processes, procedures and controls are followed. This position will need to meet annual objectives related to continuous improvement of the department. This position is expected to work closely with other functional groups across Pfizer organizations and Logistics Service Providers, in accordance with the set guidelines of GxP compliance and best practices across the group in support of the organization’s ongoing operations.

**Responsibilities**:
1 Drives department goals and objectives(10%)
- Implement GL&NS-LCS logistics goals and departmental strategies
- Meet KPI lead-times (Network Cycle Time and Stop Over Time) of shipments

2 Daily Operations (50%)
- Issue and follow up Purchase Orders
- Monitor Purchase orders download from forecasting system into SAP
- Monitor the Purchasing and Sales Order processing activities
- Coordinate with supplying plants for product routing setup
- Monitor inventory levels to support the company’s inventory strategy
- Coordinate with suppliers for timely delivery
- Coordinate with forwarding agents on shipment delivery schedule
- Handle shipment arrangement and preparation of all shipping and banking documentation
- Prepare documents for repackaging jobs
- Manage documentation filing and clerical support
- Handle customer enquires and complaints
- Handle In-Stock-In / In-Stock-Out activities
- Bank Letter of Credit (LC) and other specific market commercial transactions
- Perform transactions independently (70% of the work). Resolve day-to-day operations issue independently and support other colleagues as a backup within the department

3 Compliance & SAP proficiency (10%)
- Adhere to compliance guidelines, review deviations, and generate Corrective Actions and Preventive Actions as part of process remedy and improvement
- Ensure SAP readiness in Routing module for New Product Launches, and execute shipments
- Maintain master record in SAP
- Map processes and initiate documentation for department Work Instructions or Job Aids

4 Communication & Stakeholder Management (20%)
- Communicate with GL&NS-LCS stakeholder