Customer Service Manager (8 months secondment)

Pfizer • Lake Forest, CA

1d • Hybrid

About The Position

Use Your Power for Purpose Our manufacturing logistics and supply team ensures that customers and patients receive the medicines they need precisely when they need them. By embracing challenges, imagining new possibilities, and taking decisive action, you will play a crucial role in accelerating the delivery of medicines to the world. Your efforts will help bring essential treatments to patients faster, making a significant impact on global health. You will have a direct impact on improving patients' lives while working at Pfizer. Your dedication and focus will enable Pfizer to reach new milestones and support patients worldwide. What You Will Achieve In this role, you will: Lead and manage people, technology, and financial resources within the department, ensuring alignment with short-term goals. Actively share knowledge and identify potential improvements in processes or products, taking risks to develop innovative ideas. Solve moderately complex problems within your area of expertise and assist with issues outside the department. Oversee operational activities, including the receipt and fulfillment of customer orders, ensuring accurate billing and efficient order processes. Manage the performance of direct reports through goal setting, coaching, and ongoing assessment, and recognize the need for development in others. Provide technical and functional guidance to team members, aiding in problem-solving and managing their development through training programs. Develop and manage relationships with both new and existing clients, striving to meet or exceed customer service level targets. Enhance efficiencies within the customer service function by coordinating meetings, maintaining logs, and reviewing business processes to implement best practices. Oversee the supply chain process, ensuring customer orders are processed according to specifications, and handle customer inquiries regarding purchase orders, forecasts, and shipping schedules. Support continuous improvement initiatives, manage multiple projects, and develop talent within your team by seeking out training and development opportunities.

Requirements

• BA/BS with at least 4 years of experience or MBA/MS with at least 2 years of experience or PhD/JD with any years of experience or associate's degree with at least 8 years of experience or high school diploma (or equivalent) with at least 10 years of relevant experience
• Strong written and oral communication skills
• Proficiency in Microsoft Office Tools and Enterprise Resource Planning (ERP) applications
• Experience working with large wholesalers and distributors
• Background in people management
• Ability to manage multiple projects and ongoing work activities
• Technical and functional guidance and oversight capabilities

Nice To Haves

• Master's degree with significant pharmaceutical experience
• Proficiency in Inventory Management and Trade Support
• Strong background in order desk operations and customer service handling
• Ability to develop and manage relationships with both new and existing clients
• Experience in negotiating with customers on replenishment plans
• Ability to manage the performance of direct reports through goal setting, ongoing assessment, and coaching
• Capability to support the development of talent and capabilities within your team
• Experience using common AI tools, including generative technologies such as ChatGPT or Microsoft Copilot, to support problem solving and enhance productivity.
• Demonstrated curiosity for exploring how these tools can improve outcomes and understanding of responsible AI practices, including risk management and ethical use

Responsibilities

• Lead and manage people, technology, and financial resources within the department, ensuring alignment with short-term goals.
• Actively share knowledge and identify potential improvements in processes or products, taking risks to develop innovative ideas.
• Solve moderately complex problems within your area of expertise and assist with issues outside the department.
• Oversee operational activities, including the receipt and fulfillment of customer orders, ensuring accurate billing and efficient order processes.
• Manage the performance of direct reports through goal setting, coaching, and ongoing assessment, and recognize the need for development in others.
• Provide technical and functional guidance to team members, aiding in problem-solving and managing their development through training programs.
• Develop and manage relationships with both new and existing clients, striving to meet or exceed customer service level targets.
• Enhance efficiencies within the customer service function by coordinating meetings, maintaining logs, and reviewing business processes to implement best practices.
• Oversee the supply chain process, ensuring customer orders are processed according to specifications, and handle customer inquiries regarding purchase orders, forecasts, and shipping schedules.
• Support continuous improvement initiatives, manage multiple projects, and develop talent within your team by seeking out training and development opportunities.

Benefits

• participation in Pfizer’s Global Performance Plan with a bonus target of 12.5% of the base salary
• eligibility to participate in our share based long term incentive program
• 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
• health benefits to include medical, prescription drug, dental and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees