Customer Service Operations Coordinator (m/f/d) 80%
Customer Service Operations Coordinator (m/f/d) 80%
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1 Vacancy
Job Description
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 Service Operations Coordinator (m/f/d) 80%
You can look forward to:
The Customer Service Operations Coordinator plays a key role in ensuring efficient and accurate sales order processing claims resolution and dispute management while maintaining compliance with service level agreements. This role is responsible for conducting data integrity checks monitoring performance metrics and supporting the implementation of digital customer service solutions to enhance operational efficiency. The Customer Service Operations Coordinator is also responsible for executing operational master data tasks related to licenses management customer and material master data to support seamless order processing.
Working closely with Customer Engagement and Customer Service Operations teams the coordinator contributes to process improvements and system enhancements to optimize service delivery and maintain high customer satisfaction. Additionally they analyse workflows identify opportunities for operational efficiencies and engage in cross-functional projects to improve service quality and business continuity.
Operations:
- Execute order management operations (ordering sales delivery billing and dispute management) following predefined service levels and cut-off times
- Ensure that all customer service activities meet business and legal requirements
- Ensure compliance with the Supply Policy (where applicable)
- Validate orders and apply/remove system blocks for delivery credit or billing blocks when necessary
- Document order changes by applying the appropriate system reason code
- Assist by resolving interface issues in a timely manner to guarantee accurate data
- Support in implementing onboarding and supporting new systems and applications
- Handle all customer claims disputes (e.g. complaints returns recalls etc.) in a customer-friendly and timely manner to ensure issues resolution and customer satisfaction while adhering to companys terms and conditions and compliance policies and collaborating with different stakeholders (GBS LSP Customer Engagement Managers Commercial Quality)
- Support the completion of period close in a timely manner
- Execute transactional master data tasks (e.g. customer creation/update requests) and ensures accuracy of key fields affecting order processing.
- Performs routine data sanity checks and flags inconsistencies in customer or item master data to relevant teams
- Act as interface between internal external stakeholders and third-party provider to ensure alignment on operational activities across organizations e.g. credit limit checks price or credit note approvals
- Ensure clear and effective customer communication related to order management and customer service activities e.g. changes in delivery dates product availability etc.
- Contribute to achieving the operating plans and budget objectives through optimizing Order-to-Cash processes delivery and transportation costs and implementing new system applications that generate customer service efficiencies
- 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
Special local requirements:
- Interfaces: GHX Portal PET Isolated Orders Idocs Conexiom Orders
Improvement:
- 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 (design testing implementation adoption) 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
- Engage with Customer Experience Center of Excellence to develop fit for purpose metrics and analytics and ensure the most up-to-date solutions and methods
- Participate in Process Centric Team in problem resolution and root cause analysis related to system and data issues
Main Interactions and Collaborations:
- Center of Excellence and Customer Engagement Teams
- Internal and external stakeholders (e.g. Logistics Demand Commercial Finance/GBS Quality LSP/DC etc.)
- Cross-regional collaboration on best practice and knowledge sharing
- Partner with integrity and professionalism across the organization
- 1st Paying Customers (wholesalers distributors hospitals pharmacies..)
You offer:
Must-Have:
Education & Experience:
- Basic commercial training
- Fluent in written and spoken in German French and English (Italian is an advantage)
- 3 years of Pharmaceutical or FMCG Industry experience and background in order desk and customer service handling
- Experience in GMP/GDP processes
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
Technical & Analytical Skills:
- System-affine and experience in SAP and other ERP systems
- Strong data analysis skills required
- Problem-solving and issue resolution mindset
Nice-to-Have:
- Hands-on mentality
- Resilience to work in a dynamic environment
- Agility to respond to ad-hoc inquiries
- Additional language capabilities
- Ability to interact and build effective relationships at all levels of the organization and across geographies
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.
Logistics & Supply Chain MgmtRequired Experience:
IC
Employment Type
Part-Time
