Portuguese Customer Service Specialist (Supply Chain, Logistics) Temporary role
This role willplayakeyroleinmonitoring,controlling,executingandfacilitatinginteractionsanddecisionsacrossfunctionsandpartnerstooptimizethe endtoend (e2e)delivery,returnandincidentprocessgivingthebestexperiencetoourcustomer.
He / shewillbethesinglecustomerpointofcontactgivingaseamlessexperienceresponsiblefortheordermanagementandshipmentprocessingaccordingtothecustomerprioritiesandwithintheagreedlead-times.
Main Activities :
Monitors, control, execute and facilitate interactions and decision across functions and partners to optimize the e2e delivery, return and incident process giving the best experience to our customer.
Make things happen Execute order processing ensuring the delivery of the right product in the right quantity and the right condition.
Monitor regular controls to avoid any over-dues in the order- processing from internal and external parties (e.g. : HCL India or equivalent), according to procedure and ensuring a smarter and faster delivery system.
Apply the procedure for Escalation Management and Back-Up ManagementRoute different scenarios according to the required Standard protocol, including exceptions, returns within the agreed-lead times and in line with the procedure.
Guarantees execution of the operational activities in line with the required timelines, using the appropriate processes, adhering to and remaining complaint with departmentalOrganize shipments towards the customer by providing transport instructions in line with the respective transportation procedures.
Provide complete set of documentation towards customer as per defined customer profile.Maintain customer profiles and all related master data in SAP according to changing customer needs.
Acts as a single customer point of contact giving a seamless experience.Provide appropriate feedback to customers in terms of delivery, lead times and install proactive actions to avoid delays in the process.
Prioritize customer needs and provide appropriate and timely solutions when handling customer complaints.Comply with all SOPs and Working InstructionsSupport Audit by providing samples and responses in due time.
Support the financial closing accounting period activities as per procedure.Support the financial sales recognition activities as per procedure.
Resolve all financial issues and corrections in closed connection with the finance teams.Support initiatives to improve the customer satisfaction derived from the customer satisfaction survey.
Support Pfizer People and Culture strategies.
University degree in Business Administration, Industrial Engineering and other related fieldsProcess Improvement / Supply Chain Certification5 Years’ experience in any macro supply chain process.
Plan (Demand and Supply Planning)Source (Sourcing and Acquisition) Make (Manufacturing and Production)Delivery (Order management, Import & Export, Warehousing and Transportation100% Bilingual (English and Spanish)Broad PC skills are essential (MS application Outlook, Word, Excel, Visio and Power Point).
ERP know how, preferable SAP (Supply chain Modules) Experience in TrackingBI Analytics / Tableau is a plus
Competencies, and skills :
Ability to communicate correctly and clearly with both internal and external stakeholders.Excellent documentation skillsCustomer Service focusEffective, creative and analytical problem solver.
Ability to approach problems logicallyInitiatives for continuous improvementsTeam playerPerformance and quality drivenStrong time management and Organization Skills