Customer Service Coordinator

Customer Service Coordinator

Pfizer Asia Pacific Pte Ltd
1-4 years
Not Specified

Job Description

Job Description :
Why Patients Need You
Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them. You will help bring medicines to the world even faster by embracing challenges, imagining what's possible andtaking action.
What You Will Achieve
You will help Pfizer carry out the activities in distribution logistics centers to meet customer requirements, such as shipping and receiving requests, packing, storage, distribution of products, samplesand promotional literature to domestic and/or international locations and associated customer service. You will be responsible for distribution/order centers receipt and filling of customer orders that typically includes requesting shipment of product to global markets, ensuring billing accuracy, ensuring that efficient order processes and procedures are in place, managing contract distributors and product returns.
As part of the business support team, you arerecognizedas an advisor to other colleagues in your group due to your comprehensive knowledge and skills in your area and understanding of the largerorganization. Yourinnovationin identifying solutions to problems by taking a broader perspectivewillbenefit theorganization. Youwillencourage collaboration and communication within the team and across groups to influence desired outcomes. You train others and provide guidance to the team that helps us achieve our goal of providing the best healthcare to our patients.
It is your hard work and dedication that will make Pfizer ready to achieve new milestones and help patients across the globe.
How You Will Achieve It

  • Provide outstanding services to our customers, developand managethe relationshipswith all new as well asexisting customers.

  • Manage Customer Sales Order from receipttoproduct delivery through a streamlined and competent process flow.

  • Ensureaccuratedocumentationof Invoices, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysisand any market specific documents.

  • Accurate reporting ofweeklyperiodestimates, acknowledgement and response to customer complaints and recording and tracking of complaints.

  • Issue, recordand track undertakings to customers for lowshelf lifeproducts,monthly / bi-weekly update to customer and business users.

  • Provide support to Inbound Logistics process as necessary, Identify, implementand documentcontinuousimprovementprojects.

  • Manage customer escalations as well as internal and external communication regarding customer delivery coordination.

  • Ensure maturity and adherence to lean principles and daily meeting / visual management processes.

Primary Responsibilities
  • Manages sales orders for the assigned customer portfolio in Egypt.
  • This includes orders receipt, acknowledgement, and input on SAP.
  • Processing and Supply of orders in a timely and efficient manner to Distributors, Governmental Institutions and private hospitals in Egypt through Logistics service provider.
  • Updates & follow up on order status & shipping details for the weekly estimates while keeping all customers informed.
  • Ensure Order is approved by Customer prior to confirming delivery instructions.
  • Identification of potential supply problems in supply chain, development and implementation of necessary preventive and corrective actions.
  • Improvement for the obsolescence stock Managing claims by doing proper investigation and accrual process.
  • Document and optimize customer service and order management processes based on knowledge and expertise of local market requirements and internal Pfizer business processes.
  • Enhance the supply and distribution operations to be in line with Pfizer Global Supply standards.

Order Management / O2C
  • Process and execution owner for daily order processing and management: customer order receipt, order entry into the system (either through order upload template , EDI PRIME functionality or SAP), order processing and allocation, product availability reviews, LSP pick-pack instructions, shipment and import / export, documentation and final customer delivery.
  • Responsible for order accuracy to ensure compliance with internal policies as defined in collaboration with commercial, finance and compliance.
  • Ensure exceptions are evaluated and appropriately documented as per the defined business process.
  • Coordinate debit / credit note reconciliation and price change / validation with finance and commercial.
  • Order management system expert ensuring business processes are set-up and executed as required in order processing systems in full compliance with corporate guidelines. Providing input when required for system modifications, changes, updates, etc.
  • Secure Pledge Letters/Undertaking letters for products with low remaining shelf life.
  • Handle Archiving requests.
  • Manage Adhoc admin responsibilities as mandated by the customer model.

Customer Service Relationships
  • Arrange daily calls with internal and external stakeholders to ensure alignment on Purchase Orders and shipments.
  • Follow up with outbound logistics specialist on delivery of orders with LSP.
  • Report weekly Sales Reports.
  • Ensuring business processes are set-up and executed following updated distributors and logistics service providers contracts and agreements.
  • Management of a Customer Sales Order from receipt until product delivery through a streamlined and competent process flow (including pricing set up with finance, preparation of required shipping documents, invoices, credit notes, import permits, SAP systems execution, etc.)

Key Requirements / Performance Metrics
  • Provides support to the GSC in implementing new processes or continuous improvement projects.
  • Interface with KAM to align on customer orders (pending orders, backorders, priority orders, allocations, etc.) in ensuring minimum no-stock, minimal penalty on customer orders.
  • Ensure on-time delivery to customers and proactive communication of expected delivery dates.
  • Support key supply chain management forums (market dashboard, etc.) through metrics evaluation, data analysis, and recommendations.
  • Responsible for reporting operational performance to budget and LE on a weekly basis for the current accounting period or quarter closing based on customer orders and available inventory, in close collaboration with demand & supply planning colleagues, highlighting risk and estimating period or quarter performance.
  • Lead, update, and improve visual management boards in the context of a lean working environment.
  • Minimum Customer Complaints and Receipt of, acknowledgement and response to customer complaints recording and tracking of complaints.
  • Accurate reporting of Weekly Period Estimates
  • Verify, record and track Debit Notes, Credit notes for customers.
  • Identify, record and track exception costs resulting in the Order to Delivery process (urgent shipments, overtime, cancellation, etc.)
  • Provide support to other GSC colleagues as back-up while on leave and when necessary related market deliverables.


  • High School Diploma or GED and 1+years experience.

  • Working experience with Import and Export Documentation.

  • Good Communication skills.

  • Working experience with Import and Export Documentation.

  • Good knowledge of MS office.

  • SAP Experience.


  • Possesses a positive mindset.

  • Eager to ensure continuous improvement.

  • #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#LI-PFE

Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We're looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place.

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