Job Title: Supply Chain Customer Service Coordinator
Reports to: GSC Market Lead, SSA
Region: Southern Africa
Affiliate/Department/Location: Global Supply Chain EMEA / South Africa
Duration of Contract: 12 months
Job Purpose
The Customer Service Coordinator is the interface between commercial functions particularly with Demand & Supply Planning and Customers. The role encompasses:
- Manages sales orders from customers across Southern Africa. This includes orders receipt, acknowledgement, and input on E1/SAP.
- Processing and Supply of orders in a timely and efficient manner to Government Institutions and Distributors in Southern Africa markets, mainly South Africa.
- Updates & follow up on order status & shipping details 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 through robust investigation and following the accrual process.
- Invoice processing in line with the Pfizer compliancy policies and revenue recognition rules
Key Accountabilities
Customer Service / Distribution 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/SAP systems execution, etc.)
Key interfaces:
- Institutional Customers and Distributors/Agents
- Internal Stakeholders (particularly Demand Planning and Logistics)
- Third Party Service Provider(s)
- Shipping/Airline as required
- Government Authorities (Customs, Ministry of Health, Hospitals, as required)
- Regional Intercompany operations team
Key Requirements / Performance Metrics:
- Deliver on Time as per Purchase Order (if product is available / not applicable for stock-out products)
- Minimum Lead Time to Customer
- Import Permit Lead Time (follow up efficiency)
- Accuracy of E1/SAP 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 i n 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 Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, minimal penalty on customer orders
- Provide support to other CS Executives as back-up while on leave and when necessary related market deliverables within Sub-Saharan Africa
- Maintain effective communication and enhance ways of working with the intercompany operations team.
- Ensure updated customer master data in E1/SAP including WDA documentation.
- Ensure alignment with IO and logistics forwarder on upcoming market shipments.
Job Specific Technical/Functional/Professional Competencies:
- Organizing and Planning (Quality)
- Customer Focus
- Attention to Details
- Communication Skills
- Ownership and Teamwork
Education, Experience, Skills and Competencies
- Bachelor’s degree (degree or certification in supply chain preferred)
- Minimum of two years experience in Customer Service, Logistics and Distribution Operations
- Experience with Import and Export Documentation in the Southern Africa region
- Working experience with ERP systems (E1/SAP)
- PC skills(Windows, Microsoft Office, Word, Excel and PowerPoint)
Dimensions
Number of reports
None
Geographic Scope
Southern Africa (Backup for all Sub-Saharan markets)
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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