Customer Service Manager

ROLE SUMMARY

This management position is responsible for leading “best in class” team of non-exempt customer service colleagues responsible for Pfizer direct order management. This position works closely with other Business Unit teams, Peoples Experience, Memphis and Pleasant Prairie Logistic Centers to effectively meet the needs of Pfizer’s business operations and our direct pharmaceutical customers.  This position requires strong people management skills, self-direction, sound decision making skills and the ability to apply complex business rules/policies to achieve business objectives in compliance with internal controls.

ROLE RESPONSIBILITIES

• Develop and lead a “Best in Class” customer service operation to meet Pfizer’s Business Units (BU’s) and US Trade Groups objectives. Develop and implement customer policies, procedures and guidelines to meet business needs. Ensure teams compliance with all policies and procedures.

• Responsible for Sales Order Management (SOM) processes for Pfizer’s hospital customers including customer order/reviews and customer inquiries.   Timely resolution of all customer and operational issues (including system failures) is required to ensure the highest levels of customer satisfaction. 

• Orchestrate execution of strategies initiated by internal partners, including product allocations, inventory management strategies, product launches, price increases, buy-ins.

• Closely collaborate with various stakeholders including distribution services, SAP, EDI, credit/collections, finance and others to coordinate operational activities in support of customer service objectives. Ensure the unique operational needs of the Hospital Business Unit are fully supported by all stakeholders.

• Develop extensive knowledge base of Pfizer’s trade policies, product portfolio and the trade industry from which to leverage in day-to-day operational decision making which include trouble shooting and providing timely feedback/resolution to customer request/inquiries including complaints, product information, pricing.

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

• Applicant must have a bachelor's degree with at least 5 years of
  experience; OR a master's degree with at least 3 years of experience; OR
  a PhD with 0+ years of experience; OR as associate's degree with 8 years
  of experience; OR a high school diploma (or equivalent) and 10 years of
  relevant experience.

PHYSICAL/MENTAL REQUIREMENTS

• Sitting for long periods

• Working on computer for long periods

• Communicating with customers via telephone and computer

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Responsible for problem escalation for after hour program

• Light travel

OTHER INFORMATION

• Last Date to Apply for Job: October 23, 2024

• Position is hybrid and will require to work 2 to 3 days per week onsite

• Ability to travel based on business needs

• Eligible for employee referral bonus

• Not eligible for relocation package

The annual base salary for this position ranges from $93 500,00 to $155 900,00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 12,5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Ac