Customer Service Specialist (Supply Chain) Temporary role
Pfizer
Panama, Panama
hace 5 días

Objective :

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 Management
  • Route 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 departmental
  • Organize 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 Instructions
  • Support 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.
  • Requirements :

  • University degree in Business Administration, Industrial Engineering and other related fields
  • Process Improvement / Supply Chain Certification
  • 5 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 Transportation
  • 100% 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 Tracking
  • BI Analytics / Tableau is a plus
  • Competencies, and skills :

  • Ability to communicate correctly and clearly with both internal and external stakeholders.
  • Excellent documentation skills
  • Customer Service focus
  • Effective, creative and analytical problem solver.
  • Ability to approach problems logically
  • Initiatives for continuous improvements
  • Team player
  • Performance and quality driven
  • Strong time management and Organization Skills
  • LI-PFE

    Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

    Logistics & Supply Chain Mgmt

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