Customer Service Manager (Global Supply Chain)

ROLE SUMMARY

This role is responsible for delivering efficient, accurate end‑to‑end order‑to‑cash execution, including sales order processing, claims and dispute resolution, in line with defined service level agreements. It plays a pivotal role in the O2C digital transformation by supporting digital customer service solutions, safeguarding data integrity, and tracking key performance indicators to drive continuous improvement. Equally important, the role builds trusted, collaborative relationships with customers to enhance satisfaction, loyalty, and long‑term partnerships, enabling a seamless and consistent customer experience across the full customer journey.

 

ROLE RESPONSIBILITIES

Operational Delivery & Order‑to‑Cash Execution:

• Own the end‑to‑end Order‑to‑Cash process, including sales order processing, delivery, billing, and dispute management, in line with defined service levels and cut‑off times

• Validate orders and apply or remove delivery, credit, and billing system blocks as required

• Handle all customer claims and disputes (complaints, returns, recalls, credit notes, etc.) in a timely and customer‑focused manner, ensuring resolution while adhering to company terms, compliance policies, and quality standards

• Provide operational support for inventory management at wholesalers’ warehouses and local LSPs

• Support timely completion of period‑end close activities

• Resolve system and interface issues promptly to ensure data accuracy and continuity of operations

• Act as the operational interface between internal teams, external stakeholders, and third‑party providers to align on credit limits, pricing, billing, and approval processes

• Escalate operational customer and order management issues to IMEx T2 when required.

Customer, Commercial & Stakeholder Engagement:

• Build and maintain strong, trust‑based relationships with key customers and wholesalers to enhance customer satisfaction

• Serve as the primary point of contact for addressing customer needs, issues, and strategic concerns

• Drive preparation of new contracts and contract amendments with wholesalers, including negotiation of business conditions

• Ensure clear, timely, and proactive communication with customers on order status, delivery changes, and product availability

• Collaborate closely with local teams to align customer communication on long‑term business impacts

• Foster effective cross‑functional collaboration with GBS, LSPs, Customer Engagement Managers, Commercial, Quality, and Finance teams

Compliance, Governance & Data Stewardship:

• Ensure all customer service and order management activities comply with business requirements, legal regulations, the Supply Policy, and Pfizer guidelines

• Adhere to and continuously reinforce compliance with SOPs, policies, and internal controls

• Develop, maintain, and update SOPs and work instructions

• Oversee customer and item master data quality, performing validations and executing required changes

• Collaborate with data governance teams to improve master data processes, ensure compliance with global standards, and enable data readiness for digital solutions

• Support internal and external audit activities

• Prepare monthly and quarterly reports and trend analyses to support business oversight and decision‑making

Continuous Improvement, IMEx & Digital Enablement:

• Apply the IMEx methodology to ensure process performance adherence and drive continuous improvement

• Lead and initiate Order‑to‑Cash process improvement initiatives to enhance efficiency, service quality, and cost performance

• Contribute to operating plan and budget objectives by optimizing O2C processes, delivery and transportation costs, and customer service efficiency

• Drive root cause analysis and structured problem‑solving through Process‑Centric Teams, particularly for system and data‑related issues

• Enable and support system deployments and optimizations, including adoption of new digital solutions and AI tools to enhance customer service capabilities

• Collaborate with COE and Digital teams to improve the usability, effectiveness, and adoption of customer service platforms

• Actively participate in trainings and communities of practice to foster a culture of continuous learning and operational excellence

QUALIFICATIONS

Education & Experience:  

• Bachelor's/Master’s Degree in a Business Administration, Supply Chain, Marketing & Sales

• 5+ years of experience and background in order desk/customer service handling – knowledge of the pharma business is a plus

• Experience in GMP/GDP processes

• Fluent in English and local languages

• Additional languages preferred.

Interpersonal & Organizational Skills:

• Reliable collaboration and efficient communication

• Proven ability to work in a complex international matrix organization

• Strong teamwork orientation required

• Ability to work effectively in an environment of competing priorities

• Ability to interact and build effective relationships at all levels of the organization and across geographies is imperative

• Hands-on mentality   

• Resilience to work in a dynamic environment  

• Agility to respond to ad-hoc inquiries

• Ability to connect strong operational expertise with practical judgment and effective change management.

Technical & Analytical Skills:  

• System-affine and experience in SAP and other ERP systems

• Strong data analysis skills required

• Problem-solving and issue resolution mindset

ORGANIZATIONAL RELATIONSHIPS

• Commercial colleagues, Leadership, Medical, Quality, Regulatory, Finance, GSC Leadership, MSH (Global Market Supply Hub), Regional Supply Chain

• LSP and external customers

• Office-based role.

MINIMUM ANNUAL BASE SALARY: 31.500 EUR

ANNUAL BONUS: 20%

Logistics & Supply Chain Mgmt