Customer Service Operations Specialist

ROLE SUMMARY
The Customer Service Operations Specialist plays a key role in ensuring the efficient and accurate processing of sales orders, claims resolution, and dispute management, all while maintaining compliance with service level agreements. This position is also instrumental in the Order-to-Cash (O2C) digital transformation, supporting the implementation of digital customer service solutions, ensuring data integrity, and monitoring key performance metrics to drive operational excellence.
Working closely with Customer Engagement and Customer Service Operations team members, the specialist leads process improvements, system enhancements, and training initiatives to provide a seamless, end-to-end customer journey. The Customer Service Operations Specialist is also responsible for master data integrity and ensuring alignment with global data governance standards, working with key stakeholders to resolve discrepancies, optimize master data process and ensure system care activities
Beyond operational excellence, the specialist actively contributes to digitalization efforts, leveraging automation and emerging technologies to improve productivity, streamline processes, and enhance the overall customer experience. Additionally, this position supports local business strategies by developing and implementing solutions aligned with corporate standards, ensuring both efficiency and a customer-centric approach to operations.
ROLE RESPONSIBILITIES

• Responsible for the entire order management process, e.g., sales, delivery, billing and dispute management according to predefined service levels and cut-off times
• Ensure that all customer service activities meet business and legal requirements
• Ensure compliance with the Supply Policy (where applicable)
• Validate orders and apply/remove system blocks for delivery, credit or billing blocks when necessary
• Documents order changes by applying the appropriate system reason code
• Assist by resolving interface issues in a timely manner to guarantee accurate data
• Support in implementing, onboarding and supporting new systems and applications
• Handle all customer claims, disputes (e.g., complaints, returns, recalls, etc.) in a customer-friendly and timely manner to ensure issues resolution and customer satisfaction while adhering to company's terms and conditions and compliance policies, and collaborating with different stakeholders (GBS, LSP, Customer Engagement Managers, Commercial, Quality)
• Support the completion of period close in a timely manner
• Oversees customer and item master data quality, performing validations and executing changes.
• Collaborates with data governance teams to improve MD processes, ensuring compliance with global standards and data readiness for digital solutions.
• Act as interface between internal, external stakeholders and third-party provider to ensure alignment on operational activities across organizations e.g., credit limit checks, price or credit note approvals
• Foster relationships by building and maintaining strong, trust-based relationships with customers to increase customer satisfaction
• 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 Customer Engagement teams to ensure streamlined communication with customers on long term business impacts
• Contribute to achieving the operating plans and budget objectives through optimizing Order-to-Cash processes, delivery and transportation costs, and implementing new system applications that generate customer service efficiencies
• Adhere to Pfizer guidelines, compliance, and other policies and standard operating procedures (SOP's)
• Develop and maintain SOP's and work instructions
• Prepare monthly/quarterly reports and trend analyses
• Support audit activities
• Escalate operational customer and order management issues to the IMEx T2 level

Improvement:

• Follow the IMEx methodology to enable process performance adherence and process improvement
• Lead and initiate O2C process improvement initiatives
• Actively participate in trainings, community of practices to foster a learning organization and continuous learning
• Enable system deployments and optimizations by driving the deployment of new solutions and AI tools locally to enhance customer service capabilities and collaborate with COE and digital to improve the usability and effectiveness of CS platforms
• Drive the Process Centric Team problem resolution and root cause analysis related to system and data issues

Main Interactions and Collaborations:

• Center of Excellence (CoE) and Market Customer Engagement Specialists and Managers
• Internal and external stakeholders (e.g., Logistics, Demand, Commercial, Finance/GBS, Quality, LSP/DC, etc.)
• 1st Paying Customers (wholesalers, distributors, hospitals, pharmacies.

QUALIFICATIONS
Education & Experience:

• Bachelor's/Master's Degree in a Business Administration, Supply Chain, Marketing & Sales
• 5+ years of experience and background in order desk/customer service handling -knowledge of the pharma business is a plus
• Experience in GMP/GDP processes
• Fluent in Arabic and English

Interp ersonal & Organizational Skills:

• Reliable collaboration and efficient communication
• 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
• Hands-on mentality
• Resilience to work in a dynamic environment
• Agility to respond to ad-hoc inquiries

Technical & Analytical Skills:

• System-affine and experience in SAP and other ERP systems
• Strong data analysis skills required
• Problem-solving and issue resolution mindset

Work Location Assignment: Role based in office locations in Egypt. On Premise.
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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