Customer Engagement Specialist

ROLE SUMMARY

Summarize the primary purpose & key accountabilities of the role, including geographical scope (i.e. Global vs. Country/Region).  Summary should be concise and include strategic information that would attract candidates to the role. It may be helpful to complete this section after you have finished the other sections of the document.

The Customer Engagement Specialist role is a pivotal focused on building strong, collaborative relationships with customers to enhance satisfaction, loyalty, and long-term partnerships. Primarily focused on customer engagement activities, this role ensures customers' needs are met while supporting Order-to-cash Operations to enable a seamless, end-to-end customer journey. As a strategic partner, the specialist collaborates closely with the Commercial teams and the GSC Center of Excellence to deploy segmentation and customer collaboration strategies.

 Key responsibilities include launching customer surveys, collecting and following up on the voice of the customer, and analysing root causes of survey results and performance metrics. The specialist derives actionable insights to enhance service levels per customer segment and drives continuous improvements in customer experience, all while maintaining a focus on operational excellence and optimizing joint costs. This role is key to providing excellent customer experiences and helping the business grow by ensuring clear communication and smooth processes.

ROLE RESPONSIBILITIES

In order of importance, indicate the primary responsibilities critical to the performance of the role.  It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.

• Foster relationships by building and maintaining strong, trust-based relationships with key customers
• Serve as the primary point of contact for addressing strategic needs and concerns
• Manage Order to cash activities for selected portfolio to increase customer satisfaction for key customers in accordance to the segmentation strategy
• Ensure that day-to-day customer service activities follow the closed-loop feedback methodology, aligning operational execution with the broader Customer Engagement strategy
• Act as a strategic partner and collaborate with customers to align their needs with the company’s offerings
• Analyse and continuously monitor and update market customer segments and service levels  
• Researching market trends and generating more sales, identifying high-value clients
• Monitor performance metrics and KPI’s and analyse the root cause to prevent, mitigate and resolve issues swiftly
• Improve Customer Satisfaction by launching customer surveys to proactively gather feedback and insights from customers to understand their expectations
• Ensure to work on closed loop feedback, and the voice of our customers is heard by taking appropriate actions with relevant teams and derive actions to create any Cx-related solutions or co-create solutions with customers
• Use data, metrics and KPI’s and analytics to find trends and opportunities for improving satisfaction 
• Work with cross-functional teams to resolve pain points and implement process improvements to enhance the customer experience and ensure seamless service delivery
• Design local fit for purpose customer collaboration framework (agenda, frequency, priorities) aligned with segmentation strategy
• Manage communication (calls, mails, visits) with customers to resolve inquiries and issues related to o2c topics in a timely and professional manner, ensuring alignment and collaboration with the commercial team
• Oversee the resolution of ad-hoc escalations, maintaining a record of common issues and their solutions
• Adhere to Pfizer guidelines, compliance, and other policies and standard operating procedures (SOP’s)
• Develop and maintain SOP’s and work instructions 
• Prepare monthly/quarterly reports and trend analyses
• Support audit activities
• Escalate operational customer and order management issues to the IMEx T2 level 
• Collaborate with local and global departments to drive customer satisfaction and loyalty

Improvement:

• Champion the closed loop feedback process with customers
• Follow the IMEx methodology to enable process performance adherence and process improvement
• Lead or contribute continuous improvement initiatives
• Actively participate in trainings, community of practices to foster a learning organization and continuous learning
• Manage & Improve Performance using NPS & CSAT Metrics
• Support system deployments and optimizations by assisting in the deployment of new solutions and tools to enhance customer service capabilities and providing feedback and suggestions to improve the usability and effectiveness of CS systems
• Drive customer digital solutions adoption through established collaborations & forums
• Collaborate with teams to resolve customer-facing issues and improve service quality.

Main Interactions and Collaborations:

• Internal and external stakeholders (e.g., Logistics, Demand, Commercial, Finance/GBS, Quality, LSP/DC, etc.)
• Center of Excellence (CoE) and Customer Service Operations  
• Partner with integrity and professionalism across the organization
• 1st Paying Customers (wholesalers, distributors, hospitals, pharmacies..)

QUALIFICATIONS

Indicate qualifications that are job related, consistent with business necessity and necessary for the performance of an essential function of this role including: education/licenses/certifications, relevant experience (where legally permissible), technical and/or other job-related skills.

Must-Have:  

Education & Experience:

• Bachelor's/Master’s Degree in a Business Administration, Supply Chain, Marketing & Sales  or similar
• 5+ years of pharmaceutical/ FMCG Industry experience or experience in key account management/customer/account relationship management or in sales   
• Experience in GMP/GDP processes
• Strong experience in Customer Service, Customer Account Management  
• Proven experience of working on cross functional projects
• 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
• Exposure to dealing with customer queries & complex problems
• Hands-on mentality 
• Resilience to work in a dynamic environment
• Agility to respond to ad-hoc inquiries

Technical & Analytical Skills:  

• System-affine and experience in SAP and other ERP systems
• Familiarity with industry-specific tools and technologies relevant to account management
• Strong data analysis skills required
• Problem-solving and issue resolution mindset
• Deep understanding of key account management principles and best practices
• Experience with data-driven decision-making and performance trackin

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Include any work schedule, travel or environment requirements necessary for the performance of the role. Types of requirements might include ability to work particular hours (shift, overtime), travel or adhere to safe work practices and procedures such as aseptic gowning.  Any criteria indicated must be job-related, consistent with business necessity, and specific to this role.  

ORGANIZATIONAL RELATIONSHIPS

Provide the primary groups or key role(s) that this role will have interaction with as a regular part of the role responsibilities.  Include any external interactions as appropriate.

• Role based in office locations in AfME or Europe

RESOURCES MANAGED

• N/A

Work Location Assignment: Hybrid

Pfizer Gulf is an equal-opportunity employer, and we are proud of our commitment to creating a diverse and inclusive candidate pool to support and empower our workforce.

We strive to ensure that our people are heard, seen and cared for by creating an environment that fosters inclusion and inspires colleagues to speak up to promote an engaging and inclusive culture where they can thrive.

Our diverse workforce represents the patients we serve and the communities in which we operate.

We look forward to reviewing your application and thank you for your interest.

Logistics & Supply Chain Mgmt