Customer Service Specialist / Sr Specialist
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 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
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
o Execute all necessary change requests in the APO Planning and assign the appropriate reason codes for the changes.
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
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
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
o Realize opportunities for new products or extensions of existing product lines
escalation, and any additional customer interactions needed or requested of sites
involved, recommending & implementing solutions that are mutually acceptable to both the site
especially for supply chain related activities
that are required to be provided to customer
properly maintained to reflect reality
meetings and any additional cross-site meetings as required
is an advantage
manufacturing experience an advantage; Manufacturing site planning / scheduling experience an
Specific subject matter expert (SME) in SAP Planning, Manufacturing, and Customer Service
within customer an UGS teams
operate independently with minimal supervision.
across the organization including senior leadership of various functional lines across Global
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