Logistics & Customer Experience Manager

hace 5 días

Madrid, España Pfizer A tiempo completo

The purpose of the role is to strengthen GL&NS position as a supply chain logistics center of excellence, delivering best-in-class service to our customers and driving continuous improvements across the supply chain.

The role is accountable for the end-to-end logistics delivery in order to deliver medicines from manufacturing plants and contract manufacturers to customers and patients at the right place, at the right time, in the right condition.

The role acts as a specialist operational resource, using extensive operational knowledge and experience, while using innovation and patient-centric thinking to provide input into improvement recommendations (driving them when needed).

Primary Responsibilities

1.Shipment management
- Serves as the key liaison (customer owner) between customers and other GL&NS functions.
- Collaborate with third party service providers for shipment handling according to customer priorities, within agreed lead-times and for the activities assigned.
- Ensure full documentation towards all GL&NS functions, plant, contract manufacturer, market/PEBV stakeholders is accurate and available on time (based on compliance and customer requirements).
- Ability to manage by exception following processes and policies. Focus on identifying and handling operational cases that deviate from the norm.
- Ability to execute and monitor real time information, alerts and notifications, issues about the end to end logistic - order management execution process.
- Ensure all related master data (e.g. customer profiles) in SAP is up to date according to compliance and changing customer needs.
- Operating effectively, even when things are not certain or the way forward is not clear.
- Execute filing and e-archiving according to the relevant procedures.
- Handle returns and corrections within agreed lead-times and per procedure.
- Ensure timely and complete incident and event management in line with the relevant procedures.
- Monitor daily & weekly controls to avoid any overdues in shipment handling.
- Holding self accountable to meet commitments.

2. Communication
- Demonstrate strong presentation and interpersonal skills with proven ability to understand and influence stakeholders.
- Act as focal point of contact towards assigned stakeholders for all service-related questions for assigned responsibilities.
- Provide appropriate feedback to stakeholders in terms of delivery lead-times and proactive communication in case of delays.
- Be actively aware and understand the drivers and challenges of stakeholders to work towards common goals
- Handle complaints in due time.

3. Finance
- Comply with all Standard Operating Procedures (SOPs) and Work Instructions (WIs) in line with the O2C SOX procedures.
- Support Audit by providing information/documentation on time and in full with no discrepancies.
- Support the Financial accounting closing period activities as per procedure.
- Resolve all financial issues and corrections in close connection with the Finance teams, local market teams and according to procedures.

4. Continuous Improvements
- Initiate, implement and support innovative initiatives to improve the customer experience.
- Drive and support Operational Excellence initiatives to improve efficiencies and to remove non-added value activities.
- Think outside of the box and look for innovative and creative ways to leverage knowledge to solve more complex challenges.
- Curious and fast active learner through experimentation when tackling new problems, using successes and failures as learning fodder.
- Actively seek new ways to grow and to be challenged using both formal and informal development channels.
- Ability to embrace constant changes and build resilience with flexibility, open mind and positive attitude in high-energy and fast pace environment.
- Ability to identify problems, to handle conflict and to deliver customer centric solutions in a fast and proactive way, using descriptive analytical skills and the ability to gather, analyze, and quickly synthesize critical information.
- Support and propose strategic, automation and cost saving initiatives.

Additional Responsibilities

5. Process owner/specialist (Advanced level)
- Drive and lead actions and projects impacting the operational processes within and beyond the assigned flow or specialist area.
- Take full accountability and responsibility for the deliverables and results.
- Be the voice of the process and explain the process to colleagues and stakeholders.
- Take a holistic view; th ink beyond the job role boundaries and include and engage others to do the same by leading by example.
- Work with cross-functional teams and stakeholders at varying levels both internally and externally.
- Manage relationships both internally and externally by speaking up and leading the conversations.
- Lead the change in order to be one step ahead and contribute to a future proof organization. Continuously learning stakeholder requirements and driving change

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