JOB DESCRIPTION
POSITION TITLE:
Manager - Customer Service & Excellence
DEPARTMENT NAME/DEPT ID:
Customer Supply Chain
LOCATION:
Mumbai
REPORTS TO POSITION TITLE:
Director – Customer Supply Chain
DATE:
June 2023
In completion of the position description, provide definitions for all acronyms.
Job Purpose
The primary purpose of this role is to to manage Customer Service and Order to Cash operations while ensuring timely supply of all Pfizer products to their first paying customers. The responsibility of this role is to drive performance management, implement compliance protocols & deliver customer delight through value beyond supply.
POSITION RESPONSIBILITIES :
Strategy and Policy Implementation
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Manager Customer Service & Excellence is responsible for implementing Pfizer Customer Service & O2C strategy and execution of services for defined region/ business units. This position is responsible for implementing plans to manage Pfizer Distribution system through a combination of internal team and Customer Service teams.
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The role would be responsible to drive market customer service strategies in alignment with Global Customer Service maturity roadmap.
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Tracking distribution effectiveness across distribution chain including customer satisfaction for Regional LSP’s.
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Implement Good Distribution Practices and compliance of SOPs. Liaison with sales, finance, compliance, audit & legal teams for creating an effective and compliant Customer Service operations by suggesting required changes and modification in SOP as per laid down policies.
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Work closely with Business units and Customer Fullifilent team to deploy effective Logistis Network & Customer Service strategy in order to compliment and support GTM plans defined by individual business units.
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Work with commercial to drive strategic partner alliances and implement an effective Super stockist governance framework in order to achive service excellence.
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Ensuring “Zero” deviation in Financial, Internal controls & Core Value system within Order to Cash operations.
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Responsible to ensure best service levels to all stakeholder i.e. internal and external customers in terms of orders processing, goods returns & payment process at CFAs
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Support an effective Payment recovery process from customers.
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Monitor respective teams for all Local and Global audits and ensure the compliance of findings.
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Coordinate with Digital for necessary reports in the systems to coordinate and control the order cycle
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Use data analytics to evaluate performance and quality and drive continuous improvements.
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Monitor developments in Customer Service, Technology (Digital Systems / reports) / practices that can be adopted to improve distribution effectiveness and governance of Internal and External customer satisfaction in Customer Service operations.
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Ensure freshness of standard work processes through the Atlas framework.
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Systematically improve process capabilities, advise on organizational design and business / GSC interfaces, through meeting Market Excellence maturity targets and applying the GSC IMEx Eco System framework.
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Use Operational Excellence (IMEx) mindset, tools, and concepts to advance capabilities and improve costs in line with objectives and in partnership with LSP, Forwarder/Broker and internal business / process partners.
ORGANIZATIONAL RELATIONSHIPS
Provide the primary contacts that this position will have interaction with as a regular part of the position responsibilities. Include any external interactions as appropriate.
Will be an interface between
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Customer Fullfilment
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Sales, marketing,
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Finance
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PGS
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Sales Admin
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Legal
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QA regulatory and supply chain.
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Interact with external customers, trade bodies and government officials as and when required.
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CFAs
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Transporters
RESOURCES MANAGED
Financial Accountability
Responsible for managing revenue recognition & customer service budget.
Supervision:
Managing deliverables of Assistant Manager Customer Service and Customer Service support teams in order to deliver Pfizer objectives.
Skills / Knowledge / Qualification / Experience
Indicate the formal education, certification or license required and/or preferred. Include the minimum number of years of relevant experience required for the position.
Must - Graduate with more than 5-10 years of project management & operations experience in similar domain.
Good to have – Certification in Operations management, Six Sigma green belt & Digital expertise.
COMPETENCIES – This section is Optional to complete.
List 3-5 competencies only, see
talent.pfizer.com
for references. Provide detail for each competency. Include skills and knowledge essential to perform the position.
COMPETENCY
DETAIL
Acts Decisively
Takes timely decisions based on the available information
Takes Accountability and holds other accountable
Has Managerial courage, drives results and displays strong negotiation & influencing skills
Self Awareness
Is aware of own strengths and weaknesses, and is able to utilize them to the maximum potential
Commits to One Pfizer
Commits to compliance to Pfizer Values, Vision and Purpose
Demonstrates Business Accumen
Has the business acumen to OWN the responsibility and make sound decsions
Disclaimer: This description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required. Additional position specific requirements/responsibilities are con
Work Location Assignment: Flexible
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
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