Customer Service Coordinator

Pfizer - Cairo

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Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job
  • Manages sales orders from customers across Egypt .
  • This includes orders receipt, acknowledgement, and input on E1.
  • Processing and Supply of orders in a timely and efficient manner to Distributers, Governmental Institutions and private hospitals in Egypt through Logistics service provider .
  • 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 market.
  • Ensure business requirements are met through operational execution of the customer service / order management / O2C functions.
  • Ensure full compliance to internal financial controls and processes with regards to O2C and work to minimize or eliminate any identified financial controls risks, and support O2C internal & external audits.
  • Manage customer escalations as well as internal and external communication regarding customer delivery coordination.
  • Document and optimize customer service and order management processes based on knowledge and expertise of local market requirements and internal Pfizer business processes.
  • Enhance the supply and distribution operations to be in line with Pfizer Global Supply standards.
  • Drive continuous improvement and operational excellence and share best practices within the Global supply chain.
  • Provides support to the GSC 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 with finance, preparation of required shipping documents, invoices, credit notes, import permits, E1 systems execution, etc.)

Key Interfaces

Distributors , Governmental Institutes, Hospitals, Intercompany Operations Customer Service team, Demand & Supply colleagues, Finance / Global Financial Services, Commercial business leaders, Regulatory colleagues, Quality colleagues, Global Trade Controls & Compliance ,Other internal & external stakeholders as required.

Key Requirements / Performance Metrics

  • Ensure on-time delivery to customers and proactive communication of expected delivery dates.
  • 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.)
  • Interface with KAM to align on customer orders (pending orders, backorders, priority orders, allocations, etc.) in ensuring minimum no-stock, minimal penalty on customer orders.
  • Ensure on-time delivery to customers and proactive communication of expected delivery dates.
  • Support key supply chain management forums (market dashboard, etc.) through metrics evaluation, data analysis, and recommendations.
  • Responsible for reporting operational performance to budget and LE on a weekly basis for the current accounting period or quarter closing based on customer orders and available inventory, in close collaboration with demand & supply planning colleagues, highlighting risk and estimating period or quarter performance.
  • Lead, update, and improve visual management boards in the context of a lean working environment.
  • Responsible for customer claims management (expiry, damage, complaints, etc) following Pfizer policies.
  • Minimum Customer Complaints and Receipt of, acknowledgement and response to customer complaints; recording and tr
Job Requirements

Experience and Knowledge

  • 3+ years of experience in similar roles in supply chain in a multinational organization and/ or pharmaceutical or FMCG industry is required
  • Bachelor’s degree required - preferably in Business Administration, Industrial Engineering, Operations Management, International Trade, Supply Chain or Logistics Management
  • Logistics/ Supply Chain qualification preferred
  • Good command of English language
  • 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.

Preferred Qualifications

  • Strong supply chain management skills including inventory management logistics, customer service, order management, international trade (import, export, customs), inventory management, metrics reporting, etc.
  • Proven ability to work in a complex matrix organization with issue resolution skills.
  • Communication & Influence – strong interpersonal skills required to interact with various levels of management to deliver required outcomes.
  • Knowledge of the Pharmaceutical industry and healthcare environment preferred.
  • Project Management skills – to manage multiple projects and competing priorities.
  • Advanced BT and analytical skills (MS-Office, MS-Project, etc).
  • Experience in ERP systems (SAP, Oracle, etc) preferred.
  • Solution-oriented and problem-solving mindset with continuous improvement approach.
  • Change Management: positive attitude to change and change management.
  • Highly organized and efficient style of working
About this Company

Pfizer, the world’s largest pharmaceuticals firm and one of the oldest in America, has a long history in Egypt. It entered the country over half a century ago, in 1961. Since then it has grown to become Egypt’s seventh-largest drug provider, employing more than 600 people... (More)

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