Customer Service Manager
Job Description
ROLE SUMMARY
This management position is responsible for leading “best in class” team of non-exempt customer service colleagues responsible for Pfizer direct order management. This position works closely with other Business Unit teams, Peoples Experience, Memphis and Pleasant Prairie Logistic Centers to effectively meet the needs of Pfizer’s business operations and our direct pharmaceutical customers. This position requires strong people management skills, self-direction, sound decision making skills and the ability to apply complex business rules/policies to achieve business objectives in compliance with internal controls.
ROLE RESPONSIBILITIES
- Develop and lead a “Best in Class” customer service operation to meet Pfizer’s Business Units (BU’s) and US Trade Groups objectives. Develop and implement customer policies, procedures and guidelines to meet business needs. Ensure teams compliance with all policies and procedures.
- Responsible for Sales Order Management (SOM) processes for Pfizer’s hospital customers including customer order/reviews and customer inquiries. Timely resolution of all customer and operational issues (including system failures) is required to ensure the highest levels of customer satisfaction.
- Orchestrate execution of strategies initiated by internal partners, including product allocations, inventory management strategies, product launches, price increases, buy-ins.
- Closely collaborate with various stakeholders including distribution services, SAP, EDI, credit/collections, finance and others to coordinate operational activities in support of customer service objectives. Ensure the unique operational needs of the Hospital Business Unit are fully supported by all stakeholders.
- Develop extensive knowledge base of Pfizer’s trade policies, product portfolio and the trade industry from which to leverage in day-to-day operational decision making which include trouble shooting and providing timely feedback/resolution to customer request/inquiries including complaints, product information, pricing.
BASIC QUALIFICATIONS
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
- Bachelor’s degree required
- 5 years of experience minimum in a customer service management role or related order to cash functional role.
- Prior people management experience required.
PREFERRED QUALIFICATIONS
- Graduate degree preferred
- 2 years of experience in pharmaceutical industry strongly preferred
PHYSICAL/MENTAL REQUIREMENTS
- Sitting for long periods
- Working on computer for long periods
- Communicating with customers via telephone and computer
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Responsible for problem escalation for after hour program
- Light travel
OTHER INFORMATION
- Last Date to Apply for Job: October 14th, 2024
- Position is hybrid and will require to work 2 to 3 days per week onsite
- Ability to travel based on business needs
- Eligible for employee referral bonus
- Not eligible for relocation package
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
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