ROLE SUMMARY

• The Director Team Leader position is responsible for maintaining and leading a “best in class” team of customer service colleagues consisting of multiple OTE and exempt employees assigned primarily to support Pfizer’s Hospital Business Unit
• The position leads the Operations Team Training and Compliance team, which provides support across all Ops sites. SOX documentation and policies are maintained for all Trade operations by this team.
• This position works closely with US Trade Group teams, Business Unit teams (including field sales), and Global Manufacturing to effectively meet the needs of Pfizer’s business operations.

ROLE RESPONSIBILITIES

• Maintain and lead a “Best in Class” customer service operation to fulfill Pfizer, business unit and US Trade objectives. Ensure all department colleagues are trained to support direct orders from customers, and to meet all compliance requirements associated with those communications.
• Develop and implement customer service policies, procedures and guidelines to meet business needs. Ensure compliance with procedures.
• Develop an extensive knowledge base of Pfizer’s trade policies, HBU strategies, sterile injectable marketplace, HBU field sales responsibilities and the needs of institutional customers to advise brand teams on effective customer engagement.
• Assisting the team with impactful Supply Issues that result in allocation strategies, supply continuity programs and ensuring Fair & Equitable product access.
• Resolve customer issues escalated by team members. Advise manager of trends and issues arising from customers.
• Work closely with other colleagues associated with the Order to Cash processes to ensure flawless management of key Order to Cash processes. Timely resolution of customer and operational issues, including systems interruptions, required to ensure highest levels of customer satisfaction with Pfizer and influence the creation of integrated processes that make Pfizer a partner of choice.
• Form strong partnerships with HBU portfolio, sales, and manufacturing teams to ensure optimal business outcomes.
• Liaison to the credit/collections, SAP/EDI and distribution service teams which include transportation, order fulfillment, deployment, and supply chain for supported products.  Coordinate activities in support of customer service objectives and business requirements.
• Closely monitor/review and ultimately responsible for all order to cash transactions in SAP to ensure financial controls and SOX compliance. 
• Recommend, develop, and manage value added services to clients and customers
• Actively participate in and/or manage special projects relative to process improvements, systems upgrades, customer service enhancement as assigned by Sr. Director.
• Ensure consistent development and application of HR policies with regard to selection, recruitment, salary administration, and performance management.
• Manage performance management process with direct reports including goal setting, coaching, feedback, development, performance reviews/recognition.
• Responsible for achieving overall team’s performance metrics and success.
• Work effectively and collaboratively in a team based customer service organization.
• Ability to lead team and self with remote reporting relationship to off-site manager.  

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact

• Bachelor’s degree minimum required; advanced degree preferred
• 10 years of experience minimum required including 3-5 years in a customer service management role or related order to cash functional roles.
• Prior people management experience required.
• 5 years or more of experience in the pharmaceutical industry in a customer facing role preferred.
• Often involved in face to face or remote meetings with customer leadership and/or executives.

Other Job Details:

• Last Date to Apply for Job: April 11th, 2024
• Eligible for employee referral bonus
• NOT Eligible for Relocation Package
• Ability to travel domestically to company and customer locations based on business needs
• Position is hybrid and will require to work 2 to 3 days a week from IL - Lake Forest site

#LI-PFE

The annual base salary for this position ranges from $161,600.00 to $269,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Logistics & Supply Chain Mgmt