Customer Service Manager

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 Pfizers 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 Pfizers Business Units (BUs) 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 Pfizers 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 Pfizers 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.

Bachelors 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

The annual base salary for this position ranges from $93500,00 to $155900,00. In addition, this position is eligible for participation in Pfizers Global Performance Plan with a bonus target of 12,5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of lifes moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

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 providers 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.

Logistics & Supply Chain Mgmt