Logistics & Customer Experience Analyst - Singapore - Pfizer

Description

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Logistics & Customer Experience Analyst

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locations

Singapore - Mapletree Business City

time type

Full time

posted on

Posted 9 Days Ago

job requisition id

4906176

Why Patients Need You

Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them.

You'll help bring medicines to the world even faster by embracing challenges, imagining what's possible and taking action.
What You Will Achieve

Working with a dynamic team of Logistics and Supply Chain experts, you will carry out activities involved in distribution and order centers' receipt and filling of customer orders.

These would include requesting shipment of product to global markets, and ensuring efficient order processes and procedures being in place.

As a Senior Associate, your knowledge and skills will contribute towards the goals and objectives of the team. Your focus and ability to meet team targets will help in completing critical deliverables. Your innovative use of communication tools and techniques will facilitate in explaining difficult issues and establishing consensus between teams.

It is your hard work and focus that will make it possible for Pfizer's customers and patients to receive the medicines they need, when they need them.

How You Will Achieve It

Contribute to the completion of projects, manage own time to meet agreed targets, and develop plans for work activities on own projects.

Conduct annual customer satisfaction survey, prepare analysis and follow up with action plan.

Manage the order fulfilment process, ensure the proper contract is being applied, provide budget management support, create and distribute order fulfilment reports to relevant stakeholders.

Analyze transaction for source of error, re-process corrected transaction, and implement needed corrective actions to prevent future errors.
Provide deduction resolution and assist customers and field sales with credit held orders.
Support various

initiatives/projects/pilots

within Customer Service, including Pfizer's efforts in support of DSCSA compliance.
Provide information and analytical support to management and brands.
Provide escalation management for order issues, allocation cuts, complaint management and any other problematic areas.
Monitor and resolve customer complaints regarding failed, incorrect or missing ASNs.
Perform ongoing master data maintenance activities required for effective order management, DSA execution, and reporting accuracy.
Manage purchase opportunities and provide ad hoc reporting to upper management and Brand Teams.
Ensure timely application of import and export licenses, also link documents in System Application and Products.
Description

This position will be responsible for the operations for Customer Experience activities and efficient functioning of the Global Logistics & Network Services - Logistics Center Singapore

(GL&NS-LCS). The

L&CE Analyst will manage orders and shipments to various market in Asia and work with Market Planning Hub (MPH) to recommend logistics solutions.

The L&CE Analyst will also support the L&CE Team Manager to ensure that all intercompany processes, procedures and controls are followed.

This position will need to meet annual objectives related to continuous improvement of the

department. This

position is expected to work closely with other functional groups across Pfizer organizations and Logistics Service Providers, in accordance with the set guidelines of GxP compliance and best practices across the group in support of the organization's ongoing operations.

Responsibilities

1 Drives department goals and objectives(10%)Implement GL&NS-LCS logistics goals and departmental strategiesMeet KPI lead-times (Network Cycle Time and Stop Over Time) of shipments2 Daily Operations (50%)Issue and follow up Purchase OrdersMonitor Purchase orders download from forecasting system into SAPMonitor the Purchasing and Sales Order processing activitiesCoordinate with supplying plants for product routing setupMonitor inventory levels to support the company's inventory strategyCoordinate with suppliers for timely deliveryCoordinate with forwarding agents on shipment delivery scheduleHandle shipment arrangement and preparation of all shipping and banking documentationPrepare documents for repackaging jobsManage documentation filing and clerical supportHandle customer enquires and complaintsHandle In-Stock-In / In-Stock-Out activitiesBank Letter of Credit (LC) and other specific market commercial transactionsPerform transactions independently (70% of the work).

Resolve day-to-day operations issue independently and support other colleagues as a backup within the department3

Compliance & SAP proficiency (10%)Adhere to compliance guidelines, review deviations, and generate Corrective Actions and Preventive Actions as part of process remedy and improvementEnsure SAP readiness in Routing module for New Product Launches, and execute shipmentsMaintain master record in SAPMap processes and initiate documentation for department Work Instructions or Job Aids4

Communication & Stakeholder Management

(20%)Communicate with GL&NS-LCS stakeholders to facilitate order movementManage logistics and intercompany shipments for multiple marketsServe a Guide/Coach team on work-related aspects based on expertise/knowledge.
Familiar with MPH and Customer (Market) expectations5 Continuous Improvement (10%)Lead improvement initiatives, resolve complex issues and guide team members to answer issuesDrive continuous process improvement initiatives in collaboration with cross-functional teamsQualifications

Must-Have

Bachelor's Degree or Equivalent3+ years' experienceDemonstrated experience in operating within a GMP/GDP environmentPrevious experience in Pharmaceutical industrySystem Application and Products knowledgeKnowledge of import and customs clearance activitiesExcellent communication skills and level of English (written and spoken)Good knowledge of MS Office, especially Outlook and ExcelExperienced in managing transactions in SAP invoicing, order management (SD/MM)Nice-to-Have

Experience in the pharmaceutical trade business, including order management and distribution operationsCitizen developer with experience in automation platformsDigital savvy to transform the next-generation supply chainWork Location Assignment:
Singapore (Hybrid)

Work Location

Assignment:

FlexiblePfizer 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#LI-PFEAbout Us

Pfizer careers are like no other.

In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives.

We're looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place.

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