Customer Service Specialist / Sr Specialist
Istanbul, Turkey
son 6 gün

Customer Service Specialist / Sr Specialist

  • Turkey - Istanbul
  • Pfizer Upjohn Customer Service serves Pfizer Upjohn as a CMO (Contract Manufacturing Operations) and is responsible for managing Pfizer Upjohn’s interface and relationships with its customers.

    The role of the Supply Chain Customer Service Specialist is to :

  • Be the lead assigned as the 3rd party relationship supervisor and customer supply chain representative, based at sites.
  • Be responsible and accountable for supply chain matters and communications as it relates to the MSA (Master Service Agreement) with the customer and be the primary interface between customer and SC site team

  • Manage and maintain oversight over 3rd Party relationships, especially from a supply chain perspective : o Maintain strong commercial relationship with customers (e.
  • g. respond to major site concerns) o Oversee execution of customer agreements at site (i.e., Subject matter expert regarding the MSA terms, facility addenda and QA) o Address and escalate issues or term violations externally and internally o Negotiate with customers any changes required to their replenishment plan while taking a holistic network perspective o Be the point of contact for customer inquiries regarding customer Purchase Orders, Forecast and shipping schedule.

    i.e. Manage PO / SO process, coordinate shipping with customer) o Facilitate all site visits for customers o Coordinate the resolution of technical problems identified with a customer’s product o Recommend / implement solutions that are mutually acceptable to both site and customer o Collaborate with site operations to optimize schedules based on customer forecast

  • Assume role as owner of MSA terms, ensuring that MSA terms are adherent from a supply chain perspective : o Align monthly forecast with customer and ensure compliance with MSA terms o Provide Purchase Order confirmation to the customer and release orders to the site o Provide forecast compliance analysis o Provide and align input materials forecast with customer (Customer-supplied and Buy-Sell Materials) o Provide monthly inventory of tolled materials to the customer o Monitor and report Failure to Supply
  • Perform rough site capacity checks, to ensure that site can meet demand from a site capacity perspective
  • Update / Upload the APO planning system with the customer Replenishment Plan o Execute all transactions in the APO Planning System required to provide the necessary visibility.
  • o Execute all necessary change requests in the APO Planning and assign the appropriate reason codes for the changes.

  • Execute Supply Chain planning :
  • o Support global internal Supply & Demand Rev. process as inputs to UGS Customer

    Service decisions and long-term financial planning

    o Drive major prioritization / allocation decisions which impact ability to deliver customer


  • Execute commercial terms :
  • o Manage customer invoices (initiate billing, perform general ledger posting, share invoice)

    o Share monthly financial reporting (LE, Inventory, RIDS, Budget) and maintain customer

    service metrics for site

    o Manage annual forecasts and inputs into LRVF

    o Provide input for financial sales LE and results

    o Manage annual facility addenda refresh, price update and true-up (incl. financial prep and


  • Administrative and other strategic initiatives :
  • o Manage key documents and data platforms (e.g., batch records) and process document


    o Develop proposals for changes or initiatives and support approved ones (e.g., Life cycle

    mgmt., artwork)

    o Realize opportunities for new products or extensions of existing product lines


  • Oversee all customer relationships, including execution of customer agreements, issue
  • escalation, and any additional customer interactions needed or requested of sites

  • Be a strategic thinker and be mindful and understand the points of views of all stakeholders
  • involved, recommending & implementing solutions that are mutually acceptable to both the site

    and customers.

  • Understand site capabilities and capacity plans.
  • Develop strong relationships with network planning, site teams and customer point of contact,
  • especially for supply chain related activities

  • Oversee forecasting, shipping schedules and manage all customer purchase orders
  • Demonstrate knowledge of governing MSA terms and Facility Addendum. Prepare all SC reports
  • that are required to be provided to customer

  • Utilize the SAP APO and ECC systems to ensure all dates, quantities and sales orders are being
  • properly maintained to reflect reality

  • Participate in site coordination meetings with customer, as well as cross-site Supply Chain
  • meetings and any additional cross-site meetings as required

  • Prepare and make presentations to higher management to report on projects, achievements,
  • business cases.

  • Ensure that any issues that require escalation are raised to the appropriate governing body

  • University degree preferably in Industrial Engineering or equivalent, MBA or post graduate degree
  • is an advantage

  • 5+ years of experience in pharmaceutical supply chain management; virtual plant / contract
  • manufacturing experience an advantage; Manufacturing site planning / scheduling experience an


  • Fluent in English and Turkish both spoken and written, other languages are an added value.
  • Specific subject matter expert (SME) in SAP Planning, Manufacturing, and Customer Service

  • Tactical supply chain experience, including the knowledge of SAP APO and ECC system

  • Knowledge and understanding of contract manufacturing models and operations
  • Experience and knowledge of financial operations in a production operation
  • Extensive user knowledge of SAP APO, ECC and BOBJ (BI) processes and practices
  • Experience in strategy development and implementation
  • Demonstrated ability to negotiate and collaborate with individuals and groups at multiple levels
  • within customer an UGS teams

  • Demonstrated ability to manage multiple projects and lead cross functional projects
  • Demonstrated personal leadership, accountability, and organizational skills with proven ability to
  • operate independently with minimal supervision.

  • Strong skills in communications and presentation
  • Demonstrated ability to negotiate and collaborate with individuals and groups at multiple levels
  • across the organization including senior leadership of various functional lines across Global


  • Strong in relationship building and teamwork
  • Ability to make decisions without all the information
  • 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

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