ROLE SUMMARY

Summarize the primary purpose & key accountabilities of the role, including geographical scope (i.e. Global vs. Country/Region). Summary should be concise and include strategic information that would attract candidates to the role. It may be helpful to complete this section after you have finished the other sections of the document.

The Customer Service Operations oversees a team of operation managers in China market responsible for market customer service strategy,  sales order management and claim and dispute resolution, ensuring efficient execution of transactional customer service processes. This role emphasizes collaboration with China Commercial, Finance, QA, logistics and  APAC GSC cross functional teams,  leading China Customer service operation managers/Specialists to deliver seamless, end-to-end customer experiences, while also driving continuous improvements in customer service processes, tools, and systems. The Lead is instrumental in fostering team performance, ensuring operational excellence, and supporting the successful deployment of new systems and solutions. The individual collaborates with the APAC Customer Experience team  to review and assess satisfaction levels and identify opportunities for improvement.

ROLE RESPONSIBILITIES

In order of importance, indicate the primary responsibilities critical to the performance of the role.  It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.

• Drive and implement customer experience market strategy, influence S&OP decisions and ensures alignment with global, APAC and China supply chain objectives
• Lead, mentor a team of customer service operation in China market and accountable for the operation performance
• Collaborate with China commercial , Finance , QA, Logistic and APAC/Global cross functional teams for delivering end to end customer service objectives, continuous improvement across China operations
• Handle and support QA/RA escalations , government and company audits and ensure process and documentation integrity – critical for compliance for China market
• Monitor and ensure compliance with local applicable regulations (e.g NMPA ), company’s guidelines, industry standards, company policies
• Set performance goals, provide regular feedback, and conduct training to enhance team capabilities
• Foster a customer-centric culture and ensure alignment with organizational values and objectives
• Oversee daily customer service activities, including order management, inquiries, issue resolution, and complaint handling
• Ensure timely and accurate processing of orders, including adherence to Good Distribution Practices (GDP) and regulatory requirements specific to the pharmaceutical industry
• Act as a point of escalation for the Customer Service Operations team on complex operational or high-priority issues, providing swift operational solutions
• Build and maintain strong relationships with customers, distributors, and internal teams (e.g., Commercial, Customer Engagement, Supply Chain, and Quality Assurance)
• Collaborate with Customer Engagement teams to understand the needs of customers and ensure superior service delivery
• Conduct regular surveys with customers to assess satisfaction levels and identify opportunities for improvement
• Analyse customer service workflows and collaborate with the Center of Excellence to implement process improvements to increase efficiency and customer satisfaction
• Identify and share best practice CSO initiatives across regional teams
• Work closely with the Quality Assurance and Regulatory teams to address any non-conformance or customer complaints or product recalls  
• Develop and monitor metrics and KPI’s for the China customer service operations and conduct root cause analysis to prevent, mitigate or resolve issues
• Prepare regular reports for senior management, outlining trends, performance metrics, and improvement plans
• Utilize data to forecast demand and plan resource allocation effectively
• Support the achievement of the (cost-to-serve) budget and sustainability objectives by optimizing Order-to-Cash processes, delivery and transportation costs
• Ensure clear and effective customer communication related to order management and customer service activities e.g., changes in delivery dates, product availability, etc.
• Collaborate with local commercial and cross functional teams to ensure streamlined communication with customers on long term business impacts
• Develop and maintain SOP’s and work instructions 
• Prepare monthly/quarterly reports and trend analyses
• Escalate operational customer and order management issues to the IMEx T3 level

QUALIFICATIONS

Indicate qualifications that are job related, consistent with business necessity and necessary for the performance of an essential function of this role including: education/licenses/certifications, relevant experience (where legally permissible), technical and/or other job-related skills.

• Bachelor's/Master’s Degree in a Business Administration, Pharmaceutical, Finance, Supply Chain, Marketing & Sales and relevant
• 10+ years of pharmaceutical or FMCG Industry experience
• Experience in GMP/GDP processes
• Strong experience in current and future Customer Service, Customer Success, and Customer Account Management environments
• Exposure to dealing with customer queries & complex problems
• Proven experience of working on cross functional projects Fluent in English and additional languages preferred
• System-affine and experience in SAP and other ERP systems
• Strong data analysis skills required
• Problem-solving and issue resolution mindset
• Reliable collaboration and efficient communication
• Hands-on mentality 
• Resilience to work in a dynamic environment
• Agility to respond to ad-hoc inquiries
• 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

 
 

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