Sr Manager, HBU Customer Service

at Pfizer in Lake Forest, Illinois, United States

Job Description

ROLE SUMMARY

This management position is responsible for leading senior customer service and inventory management colleagues responsible for Pfizer Hospital Business Unit (HBU) inventory allocation management and for effectively managing $3-4B in Inventory through the trade channels annually. This role leads the strategic wholesaler account Customer Service team responsible for McKesson, Cencora. Cardinal, Morris Dickson and HD Smith, representing over 90% of HBU US sales. The incumbent will leverage their business expertise and an understanding of the external marketplace and customer requirements to create industry-leading product allocation strategies. This leader works cross-functionally closely with other Hospital Business Unit teams, Sales, Account Management, Portfolio, Finance, Trade Operations, Memphis, Pleasant Prairie & Atlanta Logistics Center to meet the needs of Pfizer’s business operations and our direct & trade injectable customers. This position requires strong people management skills, self-direction, sound decision making skills, deep reporting and analytics background working with EDI/SAP and the ability to apply complex business rules/policies to achieve business objectives in compliance with internal controls. The role is a key position in the career ladder from Customer Service Manager to Sr Director of Trade Operations.

ROLE RESPONSIBILITIES

+ Develop and lead a “Best in Class” customer service operation to meet Pfizer’s business objectives. Ensure team compliance with all policies and procedures.

+ Responsible for Sales Order Management (SOM) processes for HBU customers including customer order/reviews and customer inquiries. Timely resolution of all customer and operational issues (including system failures) is required to ensure the highest levels of customer satisfaction.

+ Leverage industry expertise and deep understand of market access drivers to develop and implement strategies for product allocations, inventory management, product launches, and related processes.

+ Utilize extensive knowledge base of Pfizer’s trade policies, product portfolio and the wholesaler and hospital industry to set operational objectives for team and independently resolve moderately complex challenges.

+ Identify opportunities to leverage new technology to improve processes, cost efficiency, or customer satisfaction.

+ Represent customer service at large internal meetings such as POAs and external customer meetings, including strategic sourcing calls with executive-level customer calls.

+ Order Management

+ Ensure the order management process adapts to emerging trends in product distribution.

+ Provide for effective reviews of purchase orders to ensure appropriate quantities are shipped.

+ Provide technical expertise and direct customer knowledge to HBU stakeholders to ensure proposed innovative product access programs can be supported.

+ Direct Quarter Close activities to ensure successful business outcomes. Work closely with a senior cross functional team (Finance, Portfolio, Logistics, Trade) to ensure needed product is actioned to the market while maintaining compliance within our Order to Cash, Inventory guidelines.

+ As products become disrupted in the marketplace, partner with Portfolio to establish release strategies, allocations and effective communication to the field to ensure awareness and strong customer communication.

+ Manage Excess & Obsolescence dating risk in products by promoting ways to move product through approved programs i.e., Tiger Deals, Bulk Buys and Pfizer Prime Special offers. Work closely with Portfolio, Trade Management & Contracting to ensure the right focus & execution. ~$15M+ a year opportunity.

+ Develop & Maintain Product Management Playbook that is utilized by Customer Service, Portfolio, and Medical to manage product disruptions and outlines tactical approach and response based on key business and medical factors.

+ Reporting and Analysis

+ Build & maintain ad-hoc reports as needed to support business requirements across Customer Service, Sales, Account Management, Portfolio & Inventory Teams.

+ Analyze, quantify, and explain weekly sales variability to HBU leaders and stakeholders. Communicate findings throughout the organization & take action where required.

+ Provide subject matter expertise on appropriate use of EDI 852 and EDI 867 data.

+ Direct the process that identifies and resolves root causes of customer stockouts and excessive inventory.

+ Direct the process that identifies significant changes in market demand and work with the Brand team and Supply Chain Management to manage the event.

+ Monitor Prison Restricted Sales to ensure alignment with corporate policies. Escalate suspected non-compliance to Global Security and Corporate Affairs.

+ Provide strategic direction for technology platforms that support critical business processes. Work with Digital and SAP teams to translate business requirements into technical specifications. Oversee validation testing and approve programming changes.

+ Maintain Strong communications & customer satisfaction with Key Wholesalers: McKesson, Cardinal, Amerisource Bergen, HD Smith and Morris Dickon. Actively share knowledge of wholesaler needs and Pfizer capabilities with HBU Trade Account Team to meet strategic goals.

+ Lead the team responsible for Sales Order Management (SOM) processes for key wholesaler customers.

+ Provide technical expertise to team and develop team member capabilities to meet future needs and personal career growth, including own successor.

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

+ Bachelor’s degree minimum required

+ 7 years of experience minimum required in customer service or related customer facing activities.

+ 5 years of inventory management experience and Trade Support working with Large Wholesalers and Distributors

PREFERRED QUALIFICATIONS

+ 5+ years of experience in pharmaceutical industry preferred, with experience in sterile injectables or generic oral solids highly advantageous.

PHYSICAL/MENTAL REQUIREMENTS

+ Sitting for long periods

+ Working on computer for long periods

+ Communicating with customers via telephone and computer

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

+ Responsible for problem escalation for after hour program

+ Light travel

Other Job Details:

+ Last Date to Apply for Job: July 26th, 2024.

+ Position is hybrid and will require to work 2 to 3 days per week site

+ Ability to travel based on business needs

+ Eligible for employee referral bonus

+ Not eligible for relocation package

\#LI-PFE

The annual base salary for this position ranges from $117,300.00 to $195,500.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply