Belux Customer Service Team Lead- Secondment

Belux Customer Service Team Lead Secondment

Do you want to be part of an international innovative worldclass pharmaceutical company Of an organization committed to putting patients first Pfizer has always evolved with the changing needs of the people who rely on us to create a healthier world. Guided by our four values: Courage Joy Equity and Excellence our breakthrough culture lends itself to our dedication to transforming millions of lives.

Location: Belgium Elsene

About the role

The Belux market is opening a 6 months secondment for the Customer Service team lead position.

This person will have to lead a team of 6 colleagues out of the Brussels office (2 customer service specialists and 4 order desk admins) and be responsible for:

The oversight of Belux market customer service (CS) activities

CS activities include the handling of customer inquiries and claims in a professional and efficient manner the delivery of services to customers ensuring quality processing and delivery of customer orders efficient and diligent management of complaints compliance with internal procedures pricing policies and terms/conditions

The implementation of Customer Experience for Growth in Belux

Customer Experience for Growth is a global project aiming to deliver a seamless endtoend customer journey. Concretely the CSTL will be involved in the preparation and golive of cuttingedge technologies transforming customer service and elevating the customer experience. These new digital tools will be deployed throughout 2025:

• SAP Service Cloud (new interface for CS activities)

• Prime Lite (new customer interface)

• Qualtrics (Customer surveying tool)

• Conexiom (new EDI tool)

The person will represent Belux in the projects deploying these new tools ensuring local business requirements are accounted for while striving to build harmonized CS processes throughout EMEA.

The Customer Service Team Lead must also navigate the Belux CS team through change while they transition to a new way of working focussed on customer centricity.

Main responsibilities

Team Management

• Lead mentor and develop the Customer Service team setting performance goals and providing regular feedback and training
• Foster a customercentric culture and ensure alignment with organizational values and objectives
• Act as a point of escalation for the Customer Service Specialists on complex operational or highpriority issues providing swift operational solutions
• Support the CS team transition to a new way of working using the CX digital tools

Operations:

• Oversee daily customer service activities including order management inquiries issue resolution and complaint handling
• Ensure timely and accurate processing of orders including adherence to Good Distribution Practices (GDP) and regulatory requirements specific to the pharmaceutical industry
• Identify and share best practice initiatives across regional teams
• Work closely with the Quality Assurance and Regulatory teams to address any nonconformance or customer complaints or product recalls
• Prepare regular reports for senior management with trends outlines performance metrics and improvement plans
• Ensure clear and effective customer communication related to order management and customer service activities e.g. changes in delivery dates product availability etc.
• Monitor and ensure compliance with companys guidelines industry standards company policies and applicable regulations (e.g. FDA EMA)
• Support audit activities
• Build and maintain strong relationships with customers distributors and internal teams (e.g. Commercial LogisticTeam GBS LSP Business Units Supply Chain and Quality Assurance)
• Ensure streamlined communication with customers on long term business impacts
• Goto Market Strategy & design in collaboration with commercial and logistics focusing on cost to serve optimization and strategic customer segmentation

IMEx & Improvement:

• Follow the IMEx methodology ensuring process performance adherence and process improvement
• Develop and maintain SOPs work instructions and Standard Work Schedule
• Ensure that the Customer Service team operates in accordance with the relevant standards
• Develop and monitor metrics and KPIs and conduct root cause analysis to prevent mitigate or resolve issues
• Prepare monthly/quarterly reports and trend analyses
• Lead CI loop meetings and lead or contribute to continuous improvement initiatives
• Identify and implement process improvements to increase endtoend efficiency and customer satisfaction
• Actively organize and participate to trainings community of practices to foster a learning organization and continuous learning
• Escalate issues to the next IMEx Tier
• This is an people manager role

Main Interactions and Collaborations:

• Internal & External stakeholders (e.g. Logistics Demand Commercial Finance/GBS Quality LSP/DC Digital etc.)

• 1st Paying Customers (wholesalers hospitals pharmacies)

About you

Education & Experience:

• Bachelors/Masters Degreein a Business Administration Supply Chain Marketing & Sales

• 5 years of pharmaceutical or FMCG Industry experience

• Experience in GMP/GDP processes

• Experience in Customer Service Customer Success and Customer Account Management environments

• Proven experience of working on cross functional projects

• Fluent in English and at least one local language (BE/NL)

Leadership & Strategic Thinking:

• Experienced people manager

• Strong communication presentation and interpersonal skills

• Proven ability to work in a complex international matrix organization

• Strong teamwork orientation required

• Ability to work effectively in an environment of competing priorities

Technical & Analytical Skills:

• Systemaffine and experience in SAP and EDI Tools

• Digital savviness: ability to represent local market interests in large digital implementation projects

• Strong data analysis skills required

• Problemsolving and issue resolution mindset

What do we offer

Innovative company Pfizer has a pipeline full of innovative medicines for a variety of conditions. As a Pfizer colleague youll have the opportunity to maximize the impact of medicines for patients in a variety of ways. In short you make a real difference.

Development opportunities We are always looking for top talent. We believe you will never stop learning and there will always be a new opportunity for your development. That is why we have broad opportunities in the Belux organization. There are regular opportunities for training or to gain experience in a different field or even advancement to an international position.

A culture where you can be yourself We are a large international organization with people from all over the world. At Pfizer everyone should be able to be themselves thats what we strive for and live by.

Work/life balance At Pfizer we know that if you really want to make an impact on peoples lives its important that your people are at their best. Thats why we offer our colleagues good working conditions such as an appropriate salary and opportunities to work from home. Working a lot of overtime is not the norm for us. We also believe that work and having fun should go hand in hand. Thats why for example you can participate in all kinds of activities outside of work.

Are you interested Do you know enough and have you decided to respond We are curious about you and invite you to submit your application via the apply button below. You dont have to worry about a deadline to respond. We keep looking until we have found the right candidate for this position. Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

We kindly ask you to provide your application documents in English!

Pfizers aim is to provide equality of opportunity in the recruitment process by avoiding any bias or potential discrimination on any grounds including (but not limited to): sex age race religion or belief sexual orientation or disability. At Pfizer we are creating an organization and promoting a culture that respects each individuals unique character and life experiences and reflects the diversity of our society customers and markets. We will achieve this through fostering and sustaining an environment in which every colleague feels valued and supported.

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!