Customer Service Coordinator
Pfizer Cairo
How You Will Achieve It
Provide outstanding services to our customers, develop and manage the relationships with all new as well as existing customers.
Manage Customer Sales Order from receipt to product delivery through a streamlined and competent process flow.
Ensure accurate documentation of Invoices, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis and any market specific documents.
Accurate reporting of weekly period estimates, acknowledgement and response to customer complaints and recording and tracking of complaints.
Issue, record and track undertakings to customers for low shelf life products, monthly / bi-weekly update to customer and business users.
Provide support to Inbound Logistics process as necessary, Identify, implement and document continuous improvement projects.
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 theweekly 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 complaint
ليست هناك تعليقات:
إرسال تعليق