Customer Service Operations 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:

3 Customer Service Operations Specialist (m/f/d)

You can look forward to:

The Customer Service Operations Specialist plays a key role in ensuring the efficient and accurate processing of sales orders claims resolution and dispute management all while maintaining compliance with service level agreements. This position is also instrumental in the Order-to-Cash (O2C) digital transformation supporting the implementation of digital customer service solutions ensuring data integrity and monitoring key performance metrics to drive operational excellence.

Working closely with Customer Engagement and Customer Service Operations team members the specialist leads process improvements system enhancements and training initiatives to provide a seamless end-to-end customer journey. The Customer Service Operations Specialist is also responsible for master data integrity and ensuring alignment with global data governance standards working with key stakeholders to resolve discrepancies optimize master data process and ensure system care activities Beyond operational excellence the specialist actively contributes to digitalization efforts leveraging automation and emerging technologies to improve productivity streamline processes and enhance the overall customer experience. Additionally this position supports local business strategies by developing and implementing solutions aligned with corporate standards ensuring both efficiency and a customer-centric approach to operations.

Operations:

• Responsible for the entire order management process e.g. sales delivery billing and dispute management according to 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
• Documents 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
• Oversees customer and item master data quality performing validations and executing changes.
• Collaborates with data governance teams to improve MD processes ensuring compliance with global standards and data readiness for digital solutions.
• 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
• Foster relationships by building and maintaining strong trust-based relationships with customers to increase customer satisfaction
• Ensure clear and effective customer communication related to order management and customer service activities e.g. changes in delivery dates product availability etc.
• Collaborate with local Customer Engagement teams to ensure streamlined communication with customers on long term business impacts
• 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 Subject Matter Expert requirements:

• SOM Wholesaler Support: Besos monitoring Approval of Besos Delivery Blocks etc.
• Suspicious Order Monitoring IQVIA
• Responsible for returns management and the prompt processing of all incoming returns from pharmacies doctors hospitals and wholesalers. Acts as a specialist and contact person for all internal stakeholders regarding returns.
• Review and approve credit notes and invoice corrections created by CS team members.
• Central contact for the Vaccines Business Unit. Participates in cross-departmental meetings and supports local strategies and goals by developing and implementing appropriate solutions in accordance with Pfizer standards.
• Actively contacts customers to ensure the defined minimum order value for vaccine customers.
• Responsible for backorder management and supply shortage notification to external customers. Acts as a specialist and contact person for all internal and external stakeholders regarding backorders.
• Responsible for inventory management and quota allocation in the event of supply bottlenecks to avoid delivery inability.

Improvement:

• Follow the IMEx methodology to enable process performance adherence and process improvement
• Lead and initiate O2C process improvement initiatives
• Actively participate in trainings community of practices to foster a learning organization and continuous learning
• Enable system deployments and optimizations by driving the deployment of new solutions and AI tools locally to enhance customer service capabilities and collaborate with COE and digital to improve the usability and effectiveness of CS platforms
• Drive the Process Centric Team problem resolution and root cause analysis related to system and data issues

Main Interactions and Collaborations:

• Center of Excellence (CoE) and Market Customer Engagement Specialists and Managers
• Internal and external stakeholders (e.g. Logistics Demand Commercial Finance/GBS Quality LSP/DC etc.)
• 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)

• 5 years of experience and background in order desk/customer service handling knowledge of the pharma business is a plus
• 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
• Ability to interact and build effective relationships at all levels of the organization and across geographies is imperative

• 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
• Strong data analysis skills required
• Problem-solving and issue resolution mindset

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.