ROLE SUMMARY

This role is responsible for delivering efficient, accurate end‑to‑end order‑to‑cash execution, including sales order processing, claims and dispute resolution, in line with defined service level agreements. It plays a pivotal role in the O2C digital transformation by supporting digital customer service solutions, safeguarding data integrity, and tracking key performance indicators to drive continuous improvement. Equally important, the role builds trusted, collaborative relationships with customers to enhance satisfaction, loyalty, and long‑term partnerships, enabling a seamless and consistent customer experience across the full customer journey.

ROLE RESPONSIBILITIES

Operational Delivery & Order‑to‑Cash Execution:

Own the end‑to‑end Order‑to‑Cash process, including sales order processing, delivery, billing, and dispute management, in line with defined service levels and cut‑off times

Validate orders and apply or remove delivery, credit, and billing system blocks as required

Handle all customer claims and disputes (complaints, returns, recalls, credit notes, etc.) in a timely and customer‑focused manner, ensuring resolution while adhering to company terms, compliance policies, and quality standards

Provide operational support for inventory management at wholesalers’ warehouses and local LSPs

Support timely completion of period‑end close activities

Resolve system and interface issues promptly to ensure data accuracy and continuity of operations

Act as the operational interface between internal teams, external stakeholders, and third‑party providers to align on credit limits, pricing, billing, and approval processes

Escalate operational customer and order management issues to IMEx T2 when required.

Customer, Commercial & Stakeholder Engagement:

Build and maintain strong, trust‑based relationships with key customers and wholesalers to enhance customer satisfaction

Serve as the primary point of contact for addressing customer needs, issues, and strategic concerns

Drive preparation of new contracts and contract amendments with wholesalers, including negotiation of business conditions

Ensure clear, timely, and proactive communication with customers on order status, delivery changes, and product availability

Collaborate closely with local teams to align customer communication on long‑term business impacts

Foster effective cross‑functional collaboration with GBS, LSPs, Customer Engagement Managers, Commercial, Quality, and Finance teams

Compliance, Governance & Data Stewardship:

Ensure all customer service and order management activities comply with business requirements, legal regulations, the Supply Policy, and Pfizer guidelines

Adhere to and continuously reinforce compliance with SOPs, policies, and internal controls

Develop, maintain, and update SOPs and work instructions

Oversee customer and item master data quality, performing validations and executing required changes

Collaborate with data governance teams to improve master data processes, ensure compliance with global standards, and enable data readiness for digital solutions

Support internal and external audit activities

Prepare monthly and quarterly reports and trend analyses to support business oversight and decision‑making

Continuous Improvement, IMEx & Digital Enablement:

Apply the IMEx methodology to ensure process performance adherence and drive continuous improvement

Lead and initiate Order‑to‑Cash process improvement initiatives to enhance efficiency, service quality, and cost performance

Contribute to operating plan and budget objectives by optimizing O2C processes, delivery and transportation costs, and customer service efficiency

Drive root cause analysis and structured problem‑solving through Process‑Centric Teams, particularly for system and data‑related issues

Enable and support system deployments and optimizations, including adoption of new digital solutions and AI tools to enhance customer service capabilities

Collaborate with COE and Digital teams to improve the usability, effectiveness, and adoption of customer service platforms

Actively participate in trainings and communities of practice to foster a culture of continuous learning and operational excellence

QUALIFICATIONS

Education & Experience:  

Bachelor's/Master’s Degree in a Business Administration, Supply Chain, Marketing & Sales

5+ years of experience and background in order desk/customer service handling – knowledge of the pharma business is a plus

Experience in GMP/GDP processes

Fluent in English and local languages

Additional languages preferred.

Interpersonal & Organizational Skills:

Reliable collaboration and efficient communication

Proven ability to work in a complex international matrix organization

Strong teamwork orientation required

Ability to work effectively in an environment of competing priorities

Ability to interact and build effective relationships at all levels of the organization and across geographies is imperative

Hands-on mentality   

Resilience to work in a dynamic environment  

Agility to respond to ad-hoc inquiries

Ability to connect strong operational expertise with practical judgment and effective change management.

Technical & Analytical Skills:  

System-affine and experience in SAP and other ERP systems

Strong data analysis skills required

Problem-solving and issue resolution mindset

ORGANIZATIONAL RELATIONSHIPS

Commercial colleagues, Leadership, Medical, Quality, Regulatory, Finance, GSC Leadership, MSH (Global Market Supply Hub), Regional Supply Chain

LSP and external customers

Office-based role.

MINIMUM ANNUAL BASE SALARY: 31.500 EUR

ANNUAL BONUS: 20%

Purpose 

Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.  

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

Flexibility  

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!  

Equal Employment Opportunity 

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!