Logistics and Customer Service Specialist at Pfizer

Job Purpose

The Logistics and Customer Service Specialist is the interface between logistics service providers, clearing agents, Key Account Managers, Demand & Supply Planning and Customers, the role encompasses:

• Manages sales orders from customers across the East Africa Region. This includes orders receipt, acknowledgement, and input on E1.
• Processing and Supply of orders in a timely and efficient manner to Government Institutions and Wholesalers in the East African markets
• Updates & follow up on order status & shipping details for the weekly estimates while keeping all customers informed
• Identification of potential supply problems in supply chain, development and implementation of necessary preventive and corrective actions
• Improvement of Logistics and Distribution costs
• Improvement for the obsolescence stock
• Managing claims by doing proper investigation and accrual process.
• Accurate invoicing in line with the Pfizer compliancy policies and revenue recognition rules
• Manage the smooth delivery and business continuity of Pfizer products to the East African Region
• Enhance the supply and distribution operations to be in line with Pfizer Global Supply standards.
• Drive continues improvement and operational excellence and share best practices with the Sub Saharan Africa team.
• Preparation of all logistics reporting including route cause analysis.
• Partakes in the Operational Review Meetings logistics topics, which includes a review of the Balanced Score Card Metrics.
• Provides support to the SSA GSC Cluster Lead in implementing new processes or continuous improvement projects.
   

Key Accountabilities (the main results the job holder is accountable for delivering)

Customer Service Operations:

• Management of a Customer Sales Order from receipt until product delivery through a streamlined and competent process flow (including pricing set up, preparation of required shipping documents, invoices, credit notes, import permits, E1 systems execution, etc.)
   

Key interfaces:

• Institutional Customers and Wholesalers
• Internal Stakeholders (particularly Demand Planning, Key Account Managers)
• Third Party Service Provider(s)
• Shipping/Airline as required
• Government Authorities (Customs, Ministry of Health, Hospitals, as required)
   

Key Requirements / Performance Metrics:

• Deliver on Time as per Purchase Order (if product is available in market/ not applicable for stock-out products)
• Minimum Lead Time to Customer
• Import Permit Lead Time (follow up efficiency)
• Accuracy of E1 Inventory (corrections completed in the system required at order processing stage)
• Timely and Accurate Documentation (including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document) – traceability of documentation (system and physical)
• Cost Optimization (through finding efficiencies in process, consolidation, mode changes, waste reduction, etc.)
• Minimum Customer Complaints
• Accurate reporting of Weekly Period Estimates

• Receipt of, acknowledgement and response to customer complaints; recording and tracking of complaints by market
• Verify, record and track penalty related claims from customers
• Issue, record and track undertakings to customers for low shelf life products
• Verify, record and track Debit Notes for Clearance and Delivery at destination
• Identify, record and track exception costs resulting in the Order to Delivery process (urgent shipments, overtime, cancellation, etc.)
• Monthly / bi-weekly update to customer (as defined by market sensitivity and size) of no-stock products (order, quantity, availability, etc.) and business colleagues (as relevant)
• Interface with Demand Planning to align on customer orders (pending orders, backorders, priority orders, allocations, etc.) in ensuring minimum no-stock, minimal penalty on customer orders
• Price book set up and bank documentation where necessary
• Provide support to other GSC colleagues as back-up while on leave and when necessary related market deliverables
   

Logistics Operations:

• Responsible for the planning, organizing, directing and controlling of warehousing/storage, order fulfillment, transportation, and inventory control activities within the Logistics Service Provider.
• Work with the LSPs to ensure inventory accuracy is maintained at established levels via execution of cycle counts, annual physical inventory activities, analysis and reconciliations.
• Monitors the LSP’s operational performance against agreed service levels and implement required corrective actions when deviations occur.
• Serves as key liaison between the LSP, local business units, and regional and global logistics and supply functions and Pfizer Global Supply on matters related to local logistics and supply operations.
• Identifying opportunities for cost improvements (CIP) related to local market logistics operations while maintaining efficiency and performance levels.
• Responsible to ensure that all information management systems, data management processes and interfaces operate appropriately to support all key GSC drivers for success and delivery of agreed service levels.
• Responsible to monitor metrics and issue resolution with local, regional or global teams that provide data and information systems services.
• Establish and support local and regional GSC Operational Review Meetings.
   

Sales & Operations Planning (S&OP):

• Support monthly S&OP process with cross functional participation from Business Units, Sales, Marketing, Regulatory and Finance as well as GSC team with the objective of improving supply chain metrics and meeting financial targets.
• Report monthly On Time In Full metrics in the S&OP meetings.
   

Job Specific Technical/Functional/Professional Competencies:

• Organizing and Planning (Quality)
• Customer Focus
• Attention to Details
• Communication Skills
• Ownership and Teamwork
• Strong supply chain management skills including inventory management, logistics, international trade (import, export, customs)
• Knowledge of the Pharmaceutical industry and healthcare environment preferred
• Problem solving in a complex matrix environment
• Innovation – generate innovative solutions to business challenges.
• Communication – strong interpersonal skills required to interact with various levels of management to deliver required outcomes.
• Business Acumen – is knowledgeable about the pharmaceutical industry and healthcare environment and key factors to business success
• Project Management skills – to manage multiple projects and competing priorities.
   

Education, Experience, Skills And Competencies

• Bachelor’s degree (degree or certification in supply chain preferred)
• Experience in Logistics and Distribution Operations
• Experience with Import and Export Documentation in the East Africa Region
• Working experience with ERP systems
• PC skills (Windows, Microsoft Office, Word, Excel and PowerPoint)

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.