Specialty Support Analyst I

ROLE SUMMARY

This role provides high level operational support for the entire order to cash process for US and PR and supports internal, as well as external customers.  The Specialty Support Analyst assists internal customers from various departments and levels by providing data, analysis, and insight to assist with tactical and strategic decision making. 

This support role must stay abreast of the frequent changes in the industry, product information, operations and be empowered to control and communicate sensitive information and provide creative solutions. These responsibilities include reporting, analyzing and interpreting data pertaining to Trade Operations in the US and PR.

This position acts as a liaison among Trade Operations, Sales, Marketing, Product Supply, Distribution Centers, Contracts and Membership, Digital and Credit/Collections to ensure cross-functional operations are in alignment.

Additionally, this role provides Customer Service management with information and insight and identifies gaps and works with various teams on continuous improvement efforts.

 It requires an ability to understand key business fields within SAP, as well as attention to detail. Strong Excel skills are required. The specialty support analyst must possess an aptitude to understand complex business concepts from beginning to end.

ROLE RESPONSIBILITIES

This is a key role within customer service to assist the Customer Service Management Team in the development and implementation of programs supporting brand team, logistics, and customer operation initiatives.   This position performs a variety of duties in which the ability to adjust priorities quickly while completing specific tasks within established time frames is required. 

Below are some of the team’s responsibilities:

• Maintain a detailed working knowledge of Pfizer’s trade policies, SOP’s and standard business processes, and consistently apply that knowledge to daily operational tasks.

• Partner with management team on an ongoing basis to identify operation metrics. Provide reporting, analysis and insights to management team and identify areas of improvement to elevate the customer experience and to increase efficiency. Assist in building solutions and streamlining processes.

• Execute brand team initiatives by assisting in the implementation and measurement of success. Provide necessary reporting metrics based upon request (i.e., Purchase Options, Temporary Returns Program).

• Operate as a command center for Product Supply constraints and initiatives by executing allocations to support inventory strategies. Partner with brand teams for updates and to provide insight.  Provide information for customer communications on supply (i.e., hemophilia availability batch information).

• Partner with the Distribution Center for coordination and release of orders as well as for the purpose of workload management. Provide guidance to management and colleagues.

• Participate in business critical and cross functional meetings to become part of the solution for any issues that may arise. 

•  Process complex order/billing

•  Collaborate with Memberships, Business Unit and Customer Master Data for account set up leading to processing of invoices.

• Ensure SAP SOM Workflows are processing efficiently (i.e., Open Orders)

• Support internal stakeholder reporting requests.

• Identify, report, and collect competitive and market intelligence from customer interactions. Supply analysis to management, brand teams and internal stakeholders.

• Assist with the creation of training documents for managing day-to-day tasks for sales order management.  Streamline and standardize SOM processes, communications, and training.

• Provide oversight and ensures accuracy for CSR processed disputes. This includes creation of financial documents and ensuring timely release of these documents for US and PR Business Units. 

• Collaborate with key stakeholders (Finance and Contracts) to facilitate successful dispute resolution.

• Provide support for customer credit card payments such as declines and authorization issues for US and PR. 

• Partner with Leadership and Digital for continuous improvement efforts within Trade Operations, as well as Logistics Analysis and reporting.

• Perform Regression testing and validation of new Sales Order Management SAP/Prime enhancements and solutions.

• Provide back-up support for Sales Support Business Analyst II.

BASIC QUALIFICATIONS

• High school diploma (or equivalent) with 6+ years of experience or associate’s degree with 4+ years of experience or BA/BS.

• Experience working in customer servi