Customer Service Manager

Responsibilities:

• Ensure business requirements are met through operational execution of the customer service / order management / O2C functions.
• Ensure full compliance to internal financial controls and processes with regard to O2C and work to eliminate any identified financial controls risks.
• Manage customer escalations as well as internal and external communication regarding customer delivery coordination.
• Document and optimize customer service and order management processes based on knowledge and expertise of local market requirements and internal Pfizer business processes.
• Develop and implement required solutions together with the demand/IO to ensure adequate support to business strategies in alignment with Global Supply Chain functions and practices.
• Lead continuous improvement and operational excellence process and initiatives in the market related to customer service and go to market initiatives.
• Lead and manage strategic projects for GSC related to customers and other business critical projects in the market as assigned by the Market Lead.
• Accountability for implementation of robust and process.
• Ensure practices and processes are in compliance with Pfizer's standards.
• Drive and support operations optimization through CS & Demand COP. Customer Service
• Maintain good communication and manage relationships with internal and external customers to ensure processes are designed and executed to meet compliance requirements and business needs in the most efficient and cost effective manner.
• Ensure customer engagement for external customers / distributors, holding periodic customer review meetings as needed.
• Drive business reviews with local and regional leads to ensure smooth operations and business improvem