Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Customer Service Manager (Global Supply Chain)
Location
Slovakia
Posted
52 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Customer Service Manager (Global Supply Chain)
Pfizer
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% Purpose Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation! Equal Employment Opportunity We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. Disability Inclusion Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here! Logistics & Supply Chain Mgmt
Related Guides
Related Categories
Related Job Pages
More Supply Chain Jobs
Junior Supply Chain Manager
Alma Laboris Business SchoolCon la candidatura riceverai informazioni sulle attività formative e sulle opportunità di sviluppo di carriera.
Role Description Il Network di Aziende della Business School è alla continua ricerca di profili specializzati. Lo stagista con un Master in Supply Chain Management apprende le basi della gestione logistica e dei processi della catena di approvvigionamento, supportando: - Ottimizzazione dei flussi di materiali - Analisi dei dati - Gestione degli inventari - Coordinamento tra fornitori e clienti Partecipa alla pianificazione operativa e acquisisce una comprensione strategica della supply chain aziendale. Qualifications - Diploma di Master in Supply Chain Management - 15 Moduli organizzati in 4 Cluster tematici: - Supply Chain Management, Logistica e Operations: lo studio della Catena della Fornitura - Gli elementi componenti la Catena Logistica integrata - Collaborative Supply Chain Management. Dal Procurement al “Strategic Sourcing” - Il Supply Chain management: un Balance tra Innovazione e Sostenibilità - Dalla Tecnica alla Pratica: - Esercitazioni in Team: i Partecipanti, divisi in gruppi, lavorano al progetto assegnato in un ambiente dedicato con la supervisione del/la Docente - Interactive Workshop con esercitazioni su casi reali definiti dal/la Docente Requirements - Professionisti del settore logistico - Titolari e/o collaboratori di aziende - Laureati in discipline affini (es. economia, ingegneria gestionale, commercio internazionale) - Giovani professionisti provenienti da altri percorsi di studio (previa valutazione) Benefits - Promozione del Profilo alle Aziende interessate a fissare colloqui per diverse posizioni aperte nel settore logistico e della supply chain - Consulenza di Carriera qualificata, per delineare con efficacia l’ambito di spendibilità del profilo - Portale “Network”, uno strumento esclusivo ideato per proporre in autonomia la candidatura agli Annunci di lavoro che le Aziende Partner e la Business School pubblicano periodicamente - Assistenza Individuale con un Tutor esperto delle dinamiche del mercato, per ricevere consigli utili e strumenti aggiornati - Placement con il 90% di successo Company Description Con la candidatura all'annuncio riceverai informazioni sulle attività formative e sullo sviluppo di carriera.
Supply Chain Manager
Alma Laboris Business SchoolCon la candidatura riceverai informazioni sulle attività formative e sulle opportunità di sviluppo di carriera.
Role Description Il Network di Aziende della Business School è alla continua ricerca di profili specializzati. Lo stagista con un Master in Supply Chain Management apprende le basi della gestione logistica e dei processi della catena di approvvigionamento, supportando: - Ottimizzazione dei flussi di materiali - Analisi dei dati - Gestione degli inventari - Coordinamento tra fornitori e clienti Partecipa alla pianificazione operativa e acquisisce una comprensione strategica della supply chain aziendale. Qualifications - Diploma di Master in Supply Chain Management - 15 Moduli organizzati in 4 Cluster tematici: - Supply Chain Management, Logistica e Operations: lo studio della Catena della Fornitura - Gli elementi componenti la Catena Logistica integrata - Collaborative Supply Chain Management. Dal Procurement al “Strategic Sourcing” - Il Supply Chain management: un Balance tra Innovazione e Sostenibilità - Dalla Tecnica alla Pratica: - Esercitazioni in Team: i Partecipanti, divisi in gruppi, lavorano al progetto assegnato in un ambiente dedicato con la supervisione del/la Docente - Interactive Workshop con esercitazioni su casi reali definiti dal/la Docente Requirements - Professionisti del settore logistico - Titolari e/o collaboratori di aziende - Laureati in discipline affini (es. economia, ingegneria gestionale, commercio internazionale) - Giovani professionisti provenienti da altri percorsi di studio (previa valutazione) Benefits - Promozione del Profilo alle Aziende interessate a fissare colloqui per diverse posizioni aperte nel settore logistico e della supply chain - Consulenza di Carriera qualificata, per delineare con efficacia l’ambito di spendibilità del profilo - Portale “Network”, uno strumento esclusivo ideato per proporre in autonomia la candidatura agli Annunci di lavoro che le Aziende Partner e la Business School pubblicano periodicamente - Assistenza Individuale con un Tutor esperto delle dinamiche del mercato, per ricevere consigli utili e strumenti aggiornati - Placement con il 90% di successo Company Description Con la candidatura all'annuncio riceverai informazioni sulle attività formative e sullo sviluppo di carriera.
Junior Supply Chain
Alma Laboris Business SchoolCon la candidatura riceverai informazioni sulle attività formative e sulle opportunità di sviluppo di carriera.
Role Description Il Network di Aziende della Business School è alla continua ricerca di profili specializzati. Lo stagista con un Master in Supply Chain Management apprende le basi della gestione logistica e dei processi della catena di approvvigionamento, supportando: - Ottimizzazione dei flussi di materiali - Analisi dei dati - Gestione degli inventari - Coordinamento tra fornitori e clienti Partecipa alla pianificazione operativa e acquisisce una comprensione strategica della supply chain aziendale. Qualifications - Diploma di Master in Supply Chain Management - 15 Moduli organizzati in 4 Cluster tematici: - Supply Chain Management, Logistica e Operations: lo studio della Catena della Fornitura - Gli elementi componenti la Catena Logistica integrata - Collaborative Supply Chain Management. Dal Procurement al “Strategic Sourcing” - Il Supply Chain management: un Balance tra Innovazione e Sostenibilità - Dalla Tecnica alla Pratica: - Esercitazioni in Team: i Partecipanti, divisi in gruppi, lavorano al progetto assegnato in un ambiente dedicato con la supervisione del/la Docente - Interactive Workshop con esercitazioni su casi reali definiti dal/la Docente Requirements - Sedi: Roma, Milano, Napoli, Bologna, Torino, Padova e Online in modalità remota - I nostri percorsi sono aperti a professionisti del settore logistico, titolari e/o collaboratori di aziende, laureati in discipline affini (es. economia, ingegneria gestionale, commercio internazionale) e giovani professionisti provenienti da altri percorsi di studio (previa valutazione) Benefits - Promozione del Profilo alle Aziende interessate a fissare colloqui per diverse posizioni aperte nel settore logistico e della supply chain - Consulenza di Carriera qualificata, per delineare con efficacia l’ambito di spendibilità del profilo - Portale “Network”, uno strumento esclusivo ideato per proporre in autonomia la candidatura agli Annunci di lavoro che le Aziende Partner e la Business School pubblicano periodicamente - Assistenza Individuale con un Tutor esperto delle dinamiche del mercato, per ricevere consigli utili e strumenti aggiornati - Placement con il 90% di successo
Logistics Dispatch & Shipment Tracking Associate
Optimal Dispatch Service LLCThis is an entry-level opportunity with training provided for qualified applicants. Compensation, scheduling, and employment details may vary based on operational needs and applicant qualifications. Applicants acknowledge that representatives associated with employment opportunities may contact them by phone call, text message, or email regarding available positions and application updates.
Role Description Responsible for supporting dispatch operations through shipment tracking, coordination, and workflow management. This position contributes to maintaining efficient freight movement while ensuring compliance with established procedures. - Oversee load distribution and dispatch coordination - Track and verify shipment milestones - Communicate updates, delays, or changes in delivery - Maintain detailed dispatch and tracking records - Monitor operational timelines and workflow adherence - Assist with improving tracking accuracy and processes - Escalate concerns affecting delivery schedules Qualifications - Strong communication and coordination skills - Comfortable using computer-based systems - Detail-oriented with strong organizational habits - Ability to work within structured operational processes - Good time management and task prioritization - Experience is optional but may be helpful Work Environment Operations-driven logistics environment requiring consistent communication, tracking accuracy, and adherence to workflow systems. Tasks are structured and process-focused. Communication Notice Submission of an application indicates consent to receive job-related communication regarding application progress and role updates. Communication may occur through phone, email, or messaging, with the option to opt out at any time.
