Customer Service Manager

Pfizer • Memphis, TN

24d • Hybrid

About The Position

This Team Leader position is responsible for leading a “best in class” team of 9-12 non-exempt customer service colleagues responsible for Pfizer direct and drop ship order management. This position works closely with other Business Unit teams, Pfizer Global Supply, DHL, and Operations to effectively meet the needs of Pfizer’s business operations and our direct pharmaceutical trade 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.

Requirements

• 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.
• Excellent communication, problem-solving, and analytical skills.
• Five years’ experience in a supervisor or management role or related experience.
• Demonstrated strong decision-making skills and an ability to understand complex financial reporting and order processing systems.
• Strong analytical and communication skills (written and oral) as well as an ability to interact effectively with customers, account managers, and cross-divisional leadership.
• Ability to handle multiple tasks and deadlines in a timely and organized manner.
• Hands on experience with an SAP operating system strongly preferred.
• This position requires permanent work authorization in the United States.

Nice To Haves

• Two years’ experience in pharmaceutical industry strongly preferred.
• Experience in SAP’s Business Objects reporting and SAP’s FSCM deduction tool a plus.

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 team’s compliance with all policies and procedures.
• Responsible for Sales Order Management (SOM) processes for Pfizer’s wholesale and specialty distributors trading partners for both direct and drop ship orders (>80% of Pfizer’s revenue moves through this team), including customer order review 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 complex product launches and achieve flawless order management.
• Develop an 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. This includes trouble shooting and providing timely feedback/resolution to customer inquiries including complaints, product information, pricing, discrepancies, deductions and logistic issues for all external customers.
• Responsible for monitoring/reviewing all order to cash transactions within the Memphis Brand team to ensure financial controls and compliance with SOX guidelines.
• Develop and maintain controls in SAP to ensure compliance with Pfizer’s defined distribution network and legal requirements for clinical trials.
• Work closely with the Pfizer Brand and Specialty Access Solutions Team to build internal and external processes for selected products.
• Ensure timely resolution of claims, including but not limited to Over, Short, Damage and Lost in Transit.
• Generate and monitor claim reports, perform root cause analysis to identify trends/patterns and achieve optimized results.
• Escalate issues for resolution.
• Responsible for achieving overall team’s performance metrics and success.
• Monitor phone reports to ensure each team member handles a fair number of calls and maintains acceptable metrics.
• Identify coaching opportunities and address performance deficiencies.
• Ensure consistent development and application of HR policies with regard to selection, recruitment, salary administration, and performance management.
• Manage performance management process with direct reports including goal setting, coaching, feedback, development, performance reviews/recognition.
• Successfully manage in a collaborative team-based environment, monitoring team performance, and working to improve quality while maintaining respect for people.
• Continuously works to identify and achieve optimized processes within customer service as part of a continuous business improvement effort which may result in cost reductions, increased quality, and improved customer satisfaction.
• Lead or oversee the implementation of these process improvement initiatives.
• First point of contact for technical issues for the Memphis Customer Service team.
• Help troubleshoot/resolve system failures that impact customer service, including but not limited to EDI, SAP and email management application.
• Lead SAP enhancements for the Memphis CS team, communicate requirements definition and responsible for User Acceptance Testing.
• Works with Trade Operations Training Department to develop appropriate and timely training on SOP’s and key business processes to ensure all colleagues have the proper guidance and tools.
• Ensure assigned SOP’s and job aides are maintained and up to date.
• Demonstrate and create a culture within customer service that aligns with Pfizer Values.

Benefits

• 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.

What This Job Offers

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