Customer Service Manager (Global Supply Chain)

Slovensko
Trvalý pracovný pomer
Plný úväzok

Pred 5 hodinami

ROLE SUMMARYThis role is responsible for delivering efficient, accurate end‑to‑end order‑to‑cash execution, including sales order processing, claims and dispute resolution, in line with defined service level agreements. It plays a pivotal role in the O2C digital transformation by supporting digital customer service solutions, safeguarding data integrity, and tracking key performance indicators to drive continuous improvement. Equally important, the role builds trusted, collaborative relationships with customers to enhance satisfaction, loyalty, and long‑term partnerships, enabling a seamless and consistent customer experience across the full customer journey.ROLE RESPONSIBILITIESOperational Delivery & Order‑to‑Cash Execution:Own the end‑to‑end Order‑to‑Cash process, including sales order processing, delivery, billing, and dispute management, in line with defined service levels and cut‑off timesValidate orders and apply or remove delivery, credit, and billing system blocks as requiredHandle all customer claims and disputes (complaints, returns, recalls, credit notes, etc.) in a timely and customer‑focused manner, ensuring resolution while adhering to company terms, compliance policies, and quality standardsProvide operational support for inventory management at wholesalers’ warehouses and local LSPsSupport timely completion of period‑end close activitiesResolve system and interface issues promptly to ensure data accuracy and continuity of operationsAct as the operational interface between internal teams, external stakeholders, and third‑party providers to align on credit limits, pricing, billing, and approval processesEscalate operational customer and order management issues to IMEx T2 when required.Customer, Commercial & Stakeholder Engagement:Build and maintain strong, trust‑based relationships with key customers and wholesalers to enhance customer satisfactionServe as the primary point of contact for addressing customer needs, issues, and strategic concernsDrive preparation of new contracts and contract amendments with wholesalers, including negotiation of business conditionsEnsure clear, timely, and proactive communication with customers on order status, delivery changes, and product availabilityCollaborate closely with local teams to align customer communication on long‑term business impactsFoster effective cross‑functional collaboration with GBS, LSPs, Customer Engagement Managers, Commercial, Quality, and Finance teamsCompliance, Governance & Data Stewardship:Ensure all customer service and order management activities comply with business requirements, legal regulations, the Supply Policy, and Pfizer guidelinesAdhere to and continuously reinforce compliance with SOPs, policies, and internal controlsDevelop, maintain, and update SOPs and work instructionsOversee customer and item master data quality, performing validations and executing required changesCollaborate with data governance teams to improve master data processes, ensure compliance with global standards, and enable data readiness for digital solutionsSupport internal and external audit activitiesPrepare monthly and quarterly reports and trend analyses to support business oversight and decision‑makingContinuous Improvement, IMEx & Digital Enablement:Apply the IMEx methodology to ensure process performance adherence and drive continuous improvementLead and initiate Order‑to‑Cash process improvement initiatives to enhance efficiency, service quality, and cost performanceContribute to operating plan and budget objectives by optimizing O2C processes, delivery and transportation costs, and customer service efficiencyDrive root cause analysis and structured problem‑solving through Process‑Centric Teams, particularly for system and data‑related issuesEnable and support system deployments and optimizations, including adoption of new digital solutions and AI tools to enhance customer service capabilitiesCollaborate with COE and Digital teams to improve the usability, effectiveness, and adoption of customer service platformsActively participate in trainings and communities of practice to foster a culture of continuous learning and operational excellenceQUALIFICATIONSEducation & Experience:Bachelor's/Master’s Degree in a Business Administration, Supply Chain, Marketing & Sales5+ years of experience and background in order desk/customer service handling – knowledge of the pharma business is a plusExperience in GMP/GDP processesFluent in English and local languagesAdditional languages preferred.Interpersonal & Organizational Skills:Reliable collaboration and efficient communicationProven ability to work in a complex international matrix organizationStrong teamwork orientation requiredAbility to work effectively in an environment of competing prioritiesAbility to interact and build effective relationships at all levels of the organization and across geographies is imperativeHands-on mentalityResilience to work in a dynamic environmentAgility to respond to ad-hoc inquiriesAbility to connect strong operational expertise with practical judgment and effective change management.Technical & Analytical Skills:System-affine and experience in SAP and other ERP systemsStrong data analysis skills requiredProblem-solving and issue resolution mindsetORGANIZATIONAL RELATIONSHIPSCommercial colleagues, Leadership, Medical, Quality, Regulatory, Finance, GSC Leadership, MSH (Global Market Supply Hub), Regional Supply ChainLSP and external customersOffice-based role.MINIMUM ANNUAL BASE SALARY: 31.500 EURANNUAL BONUS: 20%PurposeBreakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.Digital Transformation StrategyOne bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.FlexibilityWe aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!Equal Employment OpportunityWe believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!Logistics & Supply Chain Mgmt

Pfizer

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