The Customer Fulfillment Support Manager is responsible for support of the operational business-to-business (B2B), business-to-patient (B2P) Customer Fulfilment activities, in multiple legal entities/markets within Asia Pacific.
They manage and/or support areas such as environmental sustainability, network optimisation, serialisation, customs, EH&S, and innovation in capability to advance our purpose and realise our vision.
They require comprehensive knowledge of own discipline and good understanding of others and applies these skills as a technical resource and in recommendations for improvements and innovation. They take appropriate risks to advance moderately complex concepts and guides/may lead moderately complex projects influencing across Customer Fulfillment.
They develop new options to resolve moderately complex problems impacting Customer Fulfillment. They exercise their own judgment leveraging knowledge and experience. Works independently with instruction on complex problems.
They ensure a compliant and evolving operating environment guided through internal strategies and goals as well as satisfying external laws and regulations. They cultivate in/external partnerships to deliver operational sustainability, predictability, and business growth in support of an industry leading customer experience.
They are responsible to replicate, develop & drive new Customer Fulfillment capabilities, processes & systems, metrics whilst championing change management.
Key Contribution Areas:
Responsible for the operational management of above market Customer Fulfillment capabilities including but not limited to…
Achieve and consistently find ways to improve outcomes against capability Key Performance Indicators (KPI) targets.
Be a sought after technical subject matter expert on Customer Fulfillment capabilities.
Ensure sustainability of capability operations and predictability of outcome through adoption of Business Process Management (BPM).
Guide colleagues through knowledge transfer, enabling select ownership of capability execution through delegation of responsibilities.
Champion system and process adoption and strive for simplification.
Set semester goals aimed at advancement toward our Customer Fulfillment and GSC vision.
Collaborate with global Subject Matter Experts (SME) in and beyond the region.
Develop a 3-year regional roadmap to advance capabilities in line with vision and if applicable regulatory and legal changes.
Value beyond supply
Contribute expertise to the development of the strategic Customer Fulfillment roadmap inclusive of a pipeline of operationally transformative projects and digital transformation initiatives, as well as the planning, execution, and reporting for these initiatives.
Use Operational Excellence (IMEx) mindset, tools, and concepts to identify gaps and advance capabilities and improve costs in line with objectives and in partnership with LSP, Forwarder/Broker and internal business / process partners.
Contribute expertise to support the Senior Customer Fulfillment Support Manager to represent the function in trade and distribution strategy formulation and operational execution as appropriate.
Contribute expertise and experience to map and design go-to-market models, network optimization and capability step change.
Act as subject matter expert in Customer Fulfillment as an active contributor and expert authority in forums focused on logistics, compliance, capability, and customer excellence as core purpose or individual agenda item.
Design and/or implement capability solutions in support of changing regulations, Pfizer directives or continuous improvement.
Ensure best practice process, digital innovation and automation/robotisation are identified and implemented where appropriate and possible.
Work with technical and application colleagues/teams to develop project tasks, work effort required, estimation of resources, change management & work schedule development.
Responsible for development and achievement of operating budgets for the capabilities under ownership. Identify and implement cost improvement projects (CIP), continuous improvement projects (with financial, capability or waste elimination reward) whilst maintaining efficiency and performance levels.
Creation of business cases inclusive of financial implications.
Accountable for delivering project objectives meeting milestone timings using a structured project management approach.
Accountable for creating transparency of capability operational compliance as determined through external, licensing, regulations, policies, procedures, and Pfizer standards.
Accountable for co-ordination of audits and inspections by internal and external parties.
Meet Market Excellence maturity targets using the GSC IMEx Eco System framework and mind-set as enabler.
Responsible for oversight of adherence to Global Trade Control (GTC) performance within Customer Fulfillment. Represent Customer Fulfillment in regional and global dialogue.
Be a servant leader who supports all talent in Customer Fulfillment Asia Pacific / GSC to reach their maximum potential.
Provide a learning environment geared toward advancing skills in support of CF capabilities ensuring colleagues are capable and positively engaged to execute relevant tasks.
Champion change management principles achieving organisational alignment and positive adoption.
Foster ongoing skill and competency development through coaching and training.
Supply chain management skills including: logistics, planning, inventory mgt, international trade (import, export, customs), finance, compliance, and customer experience management.
Problem solving in a complex matrix environment.
People Management – is skilled at maximizing the performance and engagement potential of colleagues.
Communication & Influence – has mature interpersonal skills required to interact with various levels of the organisation to deliver required outcomes.
Business Acumen – has a sound understanding and can navigate all aspects of a commercial organisation and understands the wider corporate context as well as market factors.
Project Management skills – understanding of project management concepts in order to lead multiple projects and competing priorities.
Change management – ability to drive organizational changes required to further develop GSC / Pfizer championing respect of colleagues and the diversity they present.
Simplification – ability to effectively simplify the operating environment through transforming complex processes, messages and challenges to improve efficiency, language and outcomes
Digital dexterity - ability to adapt to technologies. Posess a set of beliefs, mindsets, and behaviors that help deliver faster and more valuable outcomes from digital initiatives.
Bachelor degree in Supply Chain Management, Business Administration, Logistics Management, Operations Management, or equivalent experience.
Lean and/or six sigma certified advantageous.
Innovation coach certified advantageous
Project Management methodology certified advantageous
Incumbent must be intermediate in English and preferrably a second language spoken in Asia Pacific both written & verbal.
Demonstrated subject matter expertise achieving challenging objectives in a customer oriented and matrixed environment.
Demonstrated people leadership and an ability to navigate a diverse workforce whilst supporting colleagues to achieve goals and project deliverables.
5 years' experience in Logistics operations in a Pharmaceutical, FMCG or e-Commerce environment. Alternatively a function with demonstrated similarities to the preferred fields of experience.
Passion for teamwork. Must have demonstrated consultative, influencing, analytical, strategic thinking and problem solving skills.
Confident oral and written communication, presentation, data analysis and computer skills required.
Ability to interact and build effective relationships at all levels of the organization and across geographies and cultures is imperative.
Application Deadline: January 31 (Tues), 2023 6:00 pm
Please apply via Pfizer Career Website Only**.**
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Logistics & Supply Chain Mgmt
Pfizer is a leading research-based biopharmaceutical company. We apply science and our global resources to deliver innovative therapies that extend and significantly improve lives. We make medicines and vaccines that help people when they are sick and prevent them from getting sick in the first place. Every day, our colleagues work in developed and emerging markets to ...