Manager, Customer Service Excellence (Supply Chain) | Pfizer| Mumbai

Job Description

The primary purpose of this role is to manage Customer Service and Order to Cash operations while facilitating  timely supply of all Pfizer products to their first paying customers. The responsibility of this role is to drive performance management, implement compliance protocols & deliver customer delight through value beyond supply.

Customer service

• Manager Customer Service & Excellence is responsible for implementing Pfizer  Customer Service & O2C strategy and execution of services for defined region/ business units through a combination of internal and Customer Service teams.

• The role would be responsible to drive market customer service strategies in alignment with Global Customer Service maturity roadmap.

• Work with commercial to drive strategic partner alliances and implement an effective Super stockist governance framework as appropriate in order to achieve service excellence.

• Responsible to ensure best service levels to all stakeholder i.e. internal and external customers in terms of orders processing, goods returns & payment process at CFAs

• Support an effective Payment recovery process from customers.

• Use data analytics to evaluate performance and quality and  drive continuous improvements within customer service operation.

• Monitor developments in Customer Service, Technology (Digital Systems / reports) / practices that can be adopted to improve distribution effectiveness and governance of Internal and External customer satisfaction in Customer Service operations.

Supply Assurance

• Ensuring inter-depot stock transfers are done with the help of Asst. Manager – CS in alignment to the request raised by commercial.

Sales & Operations Planning

• Provide market insights gathered through feedback from commercial, channel partners and customers to facilitate planners with an effective demand – supply planning.

• Ensure appropriate customer service capacity planning, providing updates on identified gaps, defining, and presenting mitigation plans to all key stakeholders for support and endorsement.

Asset Management

• Responsible for safeguarding all digital assets allocated to LSP’s including but not limited to, computers, printers, and allied accessories.
• Responsible for optimizing all electronic assets applicable for customer service operation  through master and transactional data management.

Financial

• Accountable for development and achievement of Customer service operating budgets. Identification and implementation of cost improvement projects (CIPs), continuous improvement projects (with financial, capability or waste elimination reward) related to Customer service operations while maintaining efficiency and performance levels.
• Accountable for delivering project objectives meeting milestone timings using a structured project management approach (capability projects, product launches, mergers and acquisitions, IT projects, go-to-market generic launches, loss of exclusivity, etc.).

Operational Excellence

• As PCT Lead ensure freshness of standard work processes through the Atlas framework.
• Systematically improve process capabilities, advise on organizational design and business / GSC interfaces, through meeting Customer Service maturity targets and applying the GSC IMEx Eco System framework.
• Use Operational Excellence (IMEx) mindset, tools, and concepts to advance capabilities and improve costs in line with objectives and in partnership with service providers and internal business / process partners.

Compliance

• Ensure consistent compliance with required regulations, policies, procedures, and Pfizer standards. This includes but is not limited to all applicable local, US, regional or international laws, e.g., Sox, FCPA, Quality.

Value beyond supply

• Support Business Units in their future strategies and initiatives by proposing go-to-market customer service solutions enabling execution.
• Represent Customer service operation in trade and distribution strategy formulation and operational execution as appropriate.
• Act as subject matter expert in Customer service through being an active contributor and expert authority in Market leadership forums focused on customer service and customer excellence as core purpose or individual agenda item.
• Ensure best practice process, digital innovation and automation/robotization are identified and implemented where appropriate and possible.
• Seek joint value opportunities / projects creating value beyond supply with key / strategic customers focusing on flow of information, product, cash, and cost to serve.
• Collaborate with service providers and customer supply chain to identify, design and implement capability solutions that support our vision and goals.

Organization Management

• Be a servant leader who supports all talent in Customer Supply Chain to reach their maximum potential.
• Provide a learning environment geared toward advancing colleague skills in support of our vision ensuring colleagues are capable and positively engaged with their roles and contribution to our success.
• Ensure a succession pipeline is available for critical roles in support of colleague advancement, predictability, and sustainability of operations.

Key Contribution Measures

• Delivery of a compliant operation and work force meeting in/external audit standards.
• Maximize continuity of service reflected through meeting collaborative KPI targets consisting of but not exclusive of Cycle time, Transactional accuracy, customer experience, Customer service maturity, revenue recognition, upside revenue and audit ratings.
• Developed a diverse and high performing customer service operation supported through application of IMEx standard work, support/creation of learning/development opportunities and active succession planning utilizing our Pfizer Values.

Experience required:

• Candidates with relevant experience of 5 -10 years
• MBA Degree with Supply Chain experience preferred