Job Purpose (the main results the job holder is accountable for delivering)
The Customer Service Coordinator is the interface between commercial functions
particularly with KAMs, Demand & Supply Planning, Logistics, Finance and
Customers.
The primary responsibility would be management of a Customer Sales Order from
receipt until product delivery through a streamlined and competent process
flow (including pricing set up, preparation of required shipping documents,
invoices, credit notes, import permits, SAP systems execution, alignment with
IO CS colleagues etc.)
Key Accountabilities (the main results the job holder is accountable for
delivering)
Customer Service / Distribution Operations:
* Provide outstanding services to our customers & managing sales orders from customers across the Gulf.
* Order entry, Processing and Supply of orders in a timely and efficient manner to Government Institutions and Distributors in the Gulf markets.
* Actions follow up on order status & shipping details while coordinating with LSP/ELC
* Report weekly estimates while keeping all stakeholders informed.
* Accurate reporting of weekly period estimates with opportunities & risks
* Identification of potential supply problems in supply chain, development and implementation of necessary preventive and corrective actions
* Acknowledgement and response to customer complaints by recording and tracking of complaints in QTS
* Proper invoicing in line with the Pfizer compliancy policies and revenue recognition rules
* Support with serialization mandate ensuring the shipments moving across markets are compliant.
* Participate in iMEX activities and maintain individual standard work while also participating in Visual Management meetings and Continuous Improvement Initiatives
Key Stakeholders:
* Institutional Customers, Distributors, Forwarders, IO CS colleagues.
* Internal Stakeholders (particularly Demand Planning, Key Account Managers, Finance, Regulatory & Quality)
* Third Party Service Provider(s)
* Government Authorities (Customs, Ministry of Health, Hospitals, as required)
Key Requirements / Performance Metrics:
* Deliver on Time as per Purchase Order, OTIF, reducing lead time to customer
* Adhere to CS IMEX process like Standard work, Continuous Improvement and Structured Gemba
* Import Permit Lead Time (follow up efficiency)
* Timely and Accurate Documentation (including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document) - Archiving of Customer PO for traceability of documentation for audit purpose
* Cost Optimization (through finding efficiencies in process, consolidation, mode changes, waste reduction, etc)
* Accurate reporting of Weekly Period Estimates
* Receipt of, acknowledgement and response to customer complaints; recording and tracking of complaints by market
* Verify, record and track penalty related claims from customers
* Issue, record and track undertakings to customers for low shelf-life products
* Verify, record and track Debit Notes for Clearance and Delivery at destination
* Identify, record and track exception costs resulting in the Order to Delivery process (urgent shipments, overtime, cancellation, etc)
* Monthly / bi-weekly update to customer (as defined by market sensitivity and size) of no-stock products (order, quantity, availability, etc) and business colleagues (as relevant)
* Interface with Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, minimal penalty on customer orders
* Price book set up and bank documentation where necessary
* Provide support to other CS Executives as back-up while on leave and when necessary related for market deliverables
Job Specific Technical/Functional/Professional Competencies:
* Taking ownership of process
* Initiating ideas for process improvement and focusing on details
* Maintaining track record of actions to ensure continuous supply of medicines.
* Proven track record of managing difficult situations.
* Navigating via matrix organization of important stakeholders
* Customer Focus and Patient Centric approach
* Digital and Innovative mindset
* Communication Skills
* Ownership and Teamwork
Education, Experience, Skills and Competencies
* Bachelor's degree (degree or certification in supply chain preferred)
* Working experience with ERP / SAP systems
* Experience in cross-functional work
* PC skills (Windows, Microsoft Office, Word, Excel and PowerPoint)

Work Location Assignment: Flexible

Pfizer Gulf is an equal-opportunity employer, and we are proud of our
commitment to creating a diverse and inclusive candidate pool to support and
empower our workforce.
We strive to ensure that our people are heard, seen and cared for by creating
an environment that fosters inclusion and inspires colleagues to speak up to
promote an engaging and inclusive culture where they can thrive.
Our diverse workforce represents the patients we serve and the communities in
which we operate.
We look forward to reviewing your application and thank you for your interest.
Logistics & Supply Chain Mgmt

LI-PFE