Sr. Associate Customer Service

ROLE SUMMARY

The Sr. Associate Customer Service is accountable for the end-to-end reliability and performance of Customer Service and Order-to-Cash (O2C) operations across assigned markets ensuring ontime compliant and accurate product delivery.

Operating at a country and regional coordination level the role acts as a senior operational owner and subjectmatter expert leading cross-functional coordination with Supply Planning Finance/GBS Quality Regulatory Logistics Commercial Medical and Category teams.

Beyond operational ownership the Sr. Associate leads and contributes to strategic and crossfunctional projects including process transformation tender management frameworks digital and system enhancements compliance strengthening and service performance improvement initiatives.

This role combines high operational accountability with project leadership offering candidates the opportunity to drive tangible business impact influence transformation and shape Customer Service and O2C practices in a complex regulated environment.

ROLE RESPONSIBILITIES

• Own endtoend Customer Service and O2C execution
  Accountable for the full lifecycle of customer orders including tender and institutional flows ensuring alignment between customer commitments supply capabilities financial controls and regulatory requirements.
• Lead crossfunctional coordination and decisionmaking
  Act as the primary operational interface across Supply Planning Finance/GBS Quality Regulatory Logistics Commercial and Category teams driving resolution of complex issues and escalations.
• Manage and mitigate operational financial and compliance risks
  Proactively identify risks related to availability tenders pricing payments quality or regulatory constraints and lead mitigation and recovery actions.
• Lead Customer Service and O2C transformation projects
  Lead or colead crossfunctional projects and workstreams (process redesign tender management frameworks system/digital enhancements compliance strengthening) ensuring delivery of sustainable improvements.
• Govern service performance and continuous improvement
  Monitor Customer Service KPIs and Service Level performance analyze trends and drive corrective and preventive actions to improve reliability and customer satisfaction.
• Ensure compliance audit readiness and governance
  Act as Customer Service/O2C focal point for audits and governance forums ensuring adherence to internal controls cGMP export regulations and pricing policies.
• Provide senior expertise and capability building
  Serve as a senior subjectmatter expert for Customer Service and O2C processes providing functional guidance mentoring and ensuring business continuity and effective backup.

Basic Qualifications

• Bachelors degree in Business Administration Supply Chain Engineering Life Sciences or equivalent.
• 35 years of progressively responsible experience in Customer Service Order Management O2C or Supply Chain within a pharmaceutical or highly regulated industry.
• Strong working knowledge of SAP / ERP systems including endtoend O2C flows (order types pricing credit management invoicing returns).
• Demonstrated experience managing complex order flows including tender and institutional customers.
• Strong understanding ofO2C internal controls compliance requirements export regulations cGMP and SOX principles.
• Proven ability to coordinate crossfunctional stakeholders (Supply Planning Finance/GBS Quality Regulatory Logistics Commercial).
• Experience supporting or leading operational projects impacting Customer Service O2C or Supply Chain performance.
• Strong analytical skills and ability to translate data into operational actions.
• Proficiency in Microsoft Office tools (advanced Excel PowerPoint for reporting and project communication).

Preferred Qualifications

• Experience leading or coleading crossfunctional projects (process optimization digital tools tender frameworks).
• Exposure to audit participation compliance remediation plans or governance forums.
• Advanced knowledge of tender management pricing execution and contractual obligations.
• Experience in process standardization SOP development or change management.
• Strong communication skills in English and French; additional languages are an advantage.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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