This role provides high level operational support for the entire order to cash process for US and PR and supports internal, as well as external customers. The Specialty Support Analyst assists internal customers from various departments and levels by providing data, analysis, and insight to assist with tactical and strategic decision making.
This support role must stay abreast of the frequent changes in the industry, product information, operations and be empowered to control and communicate sensitive information and provide creative solutions. These responsibilities include reporting, analyzing and interpreting data pertaining to Trade Operations in the US and PR.
This position acts as a liaison among Trade Operations, Sales, Marketing, Product Supply, Distribution Centers, Contracts and Membership, Digital and Credit/Collections to ensure cross-functional operations are in alignment.
Additionally, this role provides Customer Service management with information and insight and identifies gaps and works with various teams on continuous improvement efforts.
It requires an ability to understand key business fields within SAP, as well as attention to detail. Strong Excel skills are required. The specialty support analyst must possess an aptitude to understand complex business concepts from beginning to end.
This is a key role within customer service to assist the Customer Service Management Team in the development and implementation of programs supporting brand team, logistics, and customer operation initiatives. This position performs a variety of duties in which the ability to adjust priorities quickly while completing specific tasks within established time frames is required.
The following are some of team’s responsibilities:
Maintain a detailed working knowledge of Pfizer’s trade policies, SOP’s and standard business processes, and consistently apply that knowledge to daily operational tasks.
Partner with management team on an ongoing basis to identify operation metrics. Provide reporting, analysis and insights to management team and identify areas of improvement to elevate the customer experience and to increase efficiency. Assist in building solutions and streamlining processes.
Execute brand team initiatives by assisting in the implementation and measurement of success. Provide necessary reporting metrics based upon request (i.e., Purchase Options, Temporary Returns Program).
Operate as a command center for Product Supply constraints and initiatives by executing allocations to support inventory strategies. Partner with brand teams for updates and to provide insight. Provide information for customer communications on supply (i.e., hemophilia availability batch information).
Partner with the Distribution Center for coordination and release of orders as well as for the purpose of workload management. Provide guidance to management and colleagues.
Participate in business critical and cross functional meetings to become part of the solution for any issues that may arise.
Process complex order/billing
Collaborate with Memberships, Business Unit and Customer Master Data for account set up leading to processing of invoices.
Provide oversight of email boxes to ensure all customer inquiries and requests are being responded to in a timely manner and alert management if additional resources are required.
Ensure SAP SOM Workflows are processing efficiently (i.e., Open Orders)
Support internal stakeholder reporting requests.
Identify, report, and collect competitive and market intelligence from customer interactions. Supply analysis to management, brand teams and internal stakeholders.
Assist with the creation of training documents for managing day-to-day tasks for sales order management. Streamline and standardize SOM processes, communications, and training.
Implementation and completion of the Dispute Management process including creating financial documents, issuing call tags and ensuring timely release of these documents for US and PR Business Units.
Provide support for customer credit card payments such as declines and authorization issues for US and PR.
Partner with Leadership and Digital for continuous improvement efforts within Trade Operations, as well as Logistics Analysis and reporting.
Perform Regression testing and validation of new Sales Order Management SAP/Prime enhancements and solutions.
Provide back-up support for Sales Support Business Analyst II.
Assist in back up support for multiple positions within customer service department when required.
Undergraduate degree or 3 years of equivalent experience working in customer service and supply chain management.
Working knowledge of SAP.
Strong Excel skills.
Background in logistics, operations management, supply chain management and/or business administration preferred.
Microsoft office knowledge
Industry knowledge regarding customer classification and functionality, knowledge of basic pricing/contracting strategies, awareness of regulatory issues concerning shipping and storing pharmaceutical product.
Ability to perform complex data analysis
Sitting and working on computer for long periods.
Communicate with customers and peers via phone and email.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
The annual base salary for this position ranges from $60,900.00 to $101,500.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 7.5% of the base salary. 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.
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.