The Customer Service Analyst is responsible for the order management and shipment processing according to the customer priorities and within the agreed lead-times. This requires an OWN-IT attitude and efficient pro-active communication with the customer in order to achieve high customer service satisfaction level.
Main Responsibilities:
Order-To-Billing Management
Execute order processing and billing according to customer priorities and within areed lead-times
Monitor daily & weekly controls to avoid any over-dues in the order-processing
Apply the procedures for Escalation Management & Back-Up Management
Handle returns with agreed lead-times and per procedure
Billing-to-Shipment
Organize shipments towards the customer by providing transport instructions in line with the respective transportation procedures
Provide complete set of documentation towards the customer as per defined customer profile
Maintain customer profiles and all related master data in SAP according to chan ging customer needs
Execute filing and archiving according to the relevant procedures
Communication
Act as focal point for the customer for any customer service related questions
Provide appropriate feedback to customers in terms of delivery lead-times and proactive communication in case of delays
Organize the monthly market conference call with the customers as per procedure
Handle customer complaints in due-time
Finance
Comply with all SOPs and Work Instructions in line with the O2C SOX procedures
Support Audit by providing samples and responses in due time
Support the Financial accounting closing period activities as per procedure
Support the Financial Sales Recognition activities as per procedure
Resolve all financial issues and corrections in close connection with the Finance teams
Continuous Improvements
Support initiatives to improve the customer satisfaction derived from the customer satisfaction survey
Support and drive OPEX initiatives to improve efficiencies and to remove nonadded value activities
Support the implementation of Strategic and cost saving initiatives
Support Pfizer People and Culture strategies
Requirements:
Bachelor or Master Degree, university degree
Experience working in multinational companies as Customer Service Analyst leading processes within Supply Chain
Strong verbal and written skills in Spanish and English
Broad PC skills are essential (MS applications Outlook, Word, Excel, Visio and PowerPoint), Profound knowledge of SAP or similar ERP system is preferred
#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
