Customer Engagement Specialist (m/f/d)

Since over 170 years Pfizer colleagues from all over the world are working together to positively impact health for everyone everywhere. Apart from marketing over 100 products in the Swiss market the Pfizer AG commits itself to honor scientific enlightenments with the Pfizer Research Award since 1992 as well as additional awards and partnerships. Right now we are seeking qualified candidates to fill the position:

Customer Engagement Specialist (m/f/d)

You can look forward to:

The Customer Engagement Specialist role is a pivotal focused on building strong collaborative relationships with customers to enhance satisfaction loyalty and long-term partnerships. Primarily focused on customer engagement activities this role ensures customers needs are met while supporting Order-to-cash Operations to enable a seamless end-to-end customer journey. As a strategic partner the specialist collaborates closely with the Commercial teams and the GSC Center of Excellence to deploy segmentation and customer collaboration strategies.

Key responsibilities include launching customer surveys collecting and following up on the voice of the customer and analysing root causes of survey results and performance metrics. The specialist derives actionable insights to enhance service levels per customer segment and drives continuous improvements in customer experience all while maintaining a focus on operational excellence and optimizing joint costs. This role is key to providing excellent customer experiences and helping the business grow by ensuring clear communication and smooth processes.

Operations:

• Foster relationships by building and maintaining strong trust-based relationships with key customers
• Serve as the primary point of contact for addressing strategic needs and concerns
• Ensure that day-to-day customer service activities follow the closed-loop feedback methodology aligning operational execution with the broader Customer Engagement strategy
• Act as a strategic partner and collaborate with customers to align their needs with the companys offerings
• Analyse and continuously monitor and update market customer segments and service levels
• Researching market trends and generating more sales identifying high-value clients
• Monitor performance metrics and KPIs and analyse the root cause to prevent mitigate and resolve issues swiftly
• Improve Customer Satisfaction by launching customer surveys to proactively gather feedback and insights from customers to understand their expectations
• Ensure to work on closed loop feedback and the voice of our customers is heard by taking appropriate actions with relevant teams and derive actions to create any Cx-related solutions or co-create solutions with customers
• Use data metrics and KPIs and analytics to find trends and opportunities for improving satisfaction
• Work with cross-functional teams to resolve pain points and implement process improvements to enhance the customer experience and ensure seamless service delivery
• Manage communication (calls mails visits) with customers to resolve inquiries and issues related to o2c topics in a timely and professional manner ensuring alignment and collaboration with the commercial team
• Oversee the resolution of ad-hoc escalations maintaining a record of common issues and their solutions
• Adhere to Pfizer guidelines compliance and other policies and standard operating procedures (SOPs)
• Develop and maintain SOPs and work instructions
• Prepare monthly/quarterly reports and trend analyses
• Support audit activities
• Escalate operational customer and order management issues to the IMEx T2 level
• Collaborate with local and global departments to drive customer satisfaction and loyalty

Improvement:

• Champion the closed loop feedback process with customers
• Follow the IMEx methodology to enable process performance adherence and process improvement
• Lead or contribute continuous improvement initiatives
• Actively participate in trainings community of practices to foster a learning organization and continuous learning
• Support system deployments (ISC Conexiom Qualtrics local EDI projects etc.) and optimizations by assisting in the deployment of new solutions and tools to enhance customer service capabilities and providing feedback and suggestions to improve the usability and effectiveness of CS systems
• Drive customer digital solutions adoption through established collaborations & forums
• Collaborate with teams to resolve customer-facing issues and improve service quality.

Main Interactions and Collaborations:

• Internal and external stakeholders (e.g. Logistics Demand Commercial Finance/GBS Quality LSP/DC etc.)
• Customer Service & Engagement Leadand Customer Service Operations
• Partner with integrity and professionalism across the organization
• 1st Paying Customers (wholesalers distributors hospitals pharmacies..)

You offer:

Must-Have:

Education & Experience:

• Basic commercial training
• 5 years of relevant professional experience
• Experience in GMP/GDP processes
• Strong experience in Customer Service Customer Account Management
• Proven experience of working on cross functional projects
• Fluent in English and local languages (additional languages preferred)

Interpersonal & Organizational Skills:

• Reliable collaboration and efficient communication
• Proven ability to work in a complex international matrix organization
• Strong teamwork orientation required
• Ability to work effectively in an environment of competing priorities
• Ability to interact and build effective relationships at all levels of the organization and across geographies is imperative
• Exposure to dealing with customer queries & complex problems
• Hands-on mentality
• Resilience to work in a dynamic environment
• Agility to respond to ad-hoc inquiries

Technical & Analytical Skills:

• System-affine and experience in SAP and other ERP systems
• Familiarity with industry-specific tools and technologies relevant to account management
• Strong data analysis skills required
• Problem-solving and issue resolution mindset
• Deep understanding of key account management principles and best practices
• Experience with data-driven decision-making and performance tracking

We offer:

• Attractive employment packages (compensation vacation pension)
• Focus on health and wellbeing: Healthy Pfizer Living membership by MyClubs various sport events with the opportunity to participate like Bike to work Diversity Equity & Inclusion activities and other company events
• Flexible working hours with Homeoffice-option
• Various career and development opportunities thanks to e.g. Pfizer Learning Academy Growth Gigs
• Open collaborative appreciative company culture
• Opportunities to engage in social projects

Together we represent:

Breakthroughs that change patients livesTM At Pfizer we are a patient centric company guided by our four values: Courage Excellence Equity and Joy. Our breakthrough culture lends itself to our dedication to transforming millions of lives.

Convinced We are looking forward to your online application with all complete documents.