The colleague in this role will report to the Sales Order Management and Customer Excellence Manager (SOMCEM), within the Commercial Portfolio platform and is responsible for delivering a One Pfizer Sales Order Management platform service across Pfizer’s UK Supply Chain and product portfolio, including relationship management of Pfizer’s Direct Account customers and support to the DTP Logistics Service Providers (LSP’s). The colleague must also be able to cover for a Customer Service Executive ensuring additional One Pfizer 1st line customer service resource, as and when necessary. To support all UK Bu’s across IDM by providing sales order management and customer service support to approximately 20,000 customers, Healthcare Professionals who purchase Pfizer Pharmaceutical products via our DTP (Direct to Pharmacy) and Direct Account supply chain. Uses strong Digital, IT and numerical analysis tools and techniques in order to undertake deep-dive customer queries, continually seeks process improvements and innovations. Applies extensive technical and functional subject knowledge to projects that will enable UK BUs to meet their goals. Works in an aligned manner with One Pfizer colleagues. Liaise with internal Legal Counsel and other stakeholders as required in order to deliver outcomes and ensure compliance with policies and regulations. To enhance Pfizer’s reputation by effectively dealing with a wide variety of external healthcare professional and patient queries through to resolution, including internal Customer Service Executive, Commercial colleague and / or externally LSP escalations. The Sales Order Management Executive also provides internal subject matter expertise and business process guidance to colleagues across One Pfizer. To have a flexible approach working as part of the Commercial Portfolio Therapy Area within IDM, providing first class sales order management and customer service to both external customers and internal Business Units. Can independently reach out to internal and external parties to discuss systems and processes. For example but not limited to Telephone Management System, Digital and IT support, Commercial Procurement, Commercial Directors, Brand Managers & Legal Counsel. Is able to review sales order management data for approval and sign off from 1st line staff. There is a requirement to participate in the Christmas skeleton staff rota to provide cover in the SOMCE team between the dates 24th December and 1st January excluding bank holidays. There is a requirement to participate in taking ad hoc out of hours calls from the rota phone. There is a requirement to lead the daily and month end reporting and systems and inventory reconciliation activities. ROLE RESPONSIBILITIES Prompt resolution of telephone and digital queries and complaints, with the aim of achieving and enhancing customer satisfaction. To include: Product, Stock, Supply Policy and Discount queries from Health Care professionals Understanding the full product portfolio to ensure queries are dealt with effectively. Handling patient calls either through direct resolution when related to supply issues, or by triaging to the appropriate stakeholders to enable full resolution. Pro-actively offers support to 1st line Customer Service colleagues to deliver optimum customer service and customer satisfaction. Customer Order Management Lead relationship management for specific Direct Accounts on behalf of IDM business including Product Supply, Sales Order Management, Financial, Pricing & Credit Mgt Queries and Audit compliance. Work closely with CPTA leads to maximise appropriate sales revenue in the niche direct account distribution channels. Deliver high standard of customer service across the customer base. Be robust and accurate in receiving, editing and entering Emergency DTP customer orders into external 3rd party (LSP) order portal. It is critical that these supplies align with the complex Manufacturing Shortfall Process, to enable appropriate availability of Pfizer medicines which ensures continuity of supply for UK patients. Active involvement in system upgrades, test plans & activities, ensuring full SOP & document updates are made Train and induct new staff and provide guidance/advice about work practices and departmental procedures. Support 1st line Customer Service Executives with telephone queries and sales order management escalations Participates in month end and interface reconciliation reporting Regular review of SOPs to enhance performance and delivery. Ensure all SOPs are aligned and provide appropriate Audit and Compliance. Problem-solving: Be able to independently make decisions to ensure timely resolution to customer queries. Out of stock management including understanding the Manufacturing Shortfall process in conjunction with Demand Management. Have a broad perspective and lateral approach when dealing with complex problems. System issues: 1st line support with Order Management issues Resolving system issues and progression of orders through to completion Monitor all DTP 02C interfaces between Pfizer & LSP & escalate all queries. Relationship management between LSP Counterparts & own area of responsibility. SAP idoc resolutions Month end inventory, customer and financial reconciliation between SAP and Logistics Service Provider (LSP) systems. Continuous Improvement: Business owner for a specific supply chain / customer contact centre process Supports business change as appropriate Ability to show initiative in identifying areas for continuous improvement. Proactively engages in ad hoc projects to improve processes Engage in digital shift activities & projects Independently creates robust business and customer focused goals that are in line with Pfizer’s vision. Customer Centricity: Develop customer insights from own interactions in line with Pfizer Commercial initiatives, proactively following up on appropriate recommendations to develop greater CRI & engagement Ensure all daily operations, activities and targets are met and 100% compliant. Ability to achieve high accuracy under pressure. Excellent communication skills, both verbal and written Excellent interpersonal skills Able to work in a dynamic and multi-tasking environment A flexible approach, a c omfortable presenting in a group environment internally and externally. Articulate, able to communicate effectively at high levels within the organisation. Work Location Assignment: On Premise 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 Confident We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here Logistics & Supply Chain Mgmt