Role Summary

The Customer Service Operations Specialist plays a critical role in ensuring efficient, compliant and customer-centric execution of Order-to-Cash (O2C) processes while driving operational excellence, business performance and continuous improvement across Customer Service Operations.

This role serves as a key operational and analytical partner, supporting customer order management, billing support, dispute resolution, returns administration, credit and debit note processes, master data governance and revenue-related operational activities. The position ensures adherence to company policies, regulatory requirements, internal controls and service level commitments while partnering closely with Commercial, Finance, Logistics, Quality, Supply Chain and Shared Service teams.

Beyond daily operations, the Specialist is expected to transform operational data into actionable business insights, identify opportunities to improve customer service performance, drive process excellence initiatives and support digital transformation efforts. The role leverages analytics, automation and emerging technologies to strengthen operational capabilities, improve service outcomes and enhance business decision-making.

This position offers the opportunity to influence the future of Customer Service Operations through data-driven problem solving, process innovation and cross-functional collaboration, contributing directly to operational efficiency, customer experience and business performance.

Key Responsibilities

Operational Excellence

• Support end-to-end execution of Order-to-Cash (O2C) processes, ensuring timely and accurate management of customer orders.
• Coordinate and resolve operational exceptions, order blocks, billing issues and service-related escalations.
• Support billing, dispute management, returns processing and customer service activities.
• Ensure compliance with business controls, policies, SOPs and operational procedures.
• Support critical business activities including month-end and period-close operations.
• Maintain and continuously improve process documentation, operational standards and work instructions.

Revenue, Billing & Customer Claims Support

• Support revenue-related operational activities and billing execution processes.
• Coordinate activities associated with credit notes, debit notes, rebates, pricing discrepancies, customer claims and inventory revaluation cases.
• Ensure documentation, approvals and supporting evidence are properly maintained in accordance with company requirements.
• Partner with Finance and Commercial stakeholders to support operational compliance and business continuity.

Master Data Governance

• Support customer, material, sales and pricing master data management processes.
• Ensure data accuracy, integrity and compliance across operational systems.
• Identify and resolve data-related issues impacting service performance.
• Contribute to governance initiatives aimed at improving process reliability and data quality.

Analytics & Performance Management

• Develop and maintain dashboards, KPI reporting and operational performance metrics.
• Analyze customer service performance trends including OTIF, Fill Rate, backorders, inventory constraints and service level performance.
• Conduct root cause analysis to identify operational opportunities and risks.
• Generate actionable insights, recommendations and executive reporting to support business decisions.
• Utilize data visualization techniques to improve performance visibility and operational governance.

Continuous Improvement

• Lead and support process excellence initiatives focused on efficiency, standardization and operational effectiveness.
• Identify opportunities to reduce manual effort, eliminate inefficiencies and simplify processes.
• Facilitate corrective and preventive action plans based on operational performance data.
• Support audits, governance reviews and compliance activities.

Digital Transformation & Automation

• Drive adoption of digital tools and technologies that improve operational performance.
• Support automation initiatives using Power BI, Power Query, Power Automate and other business technologies.
• Contribute to reporting automation, process mining and data-driven process optimization initiatives.
• Promote the use of AI-enabled solutions and emerging technologies to enhance productivity, decision-making and customer experience.

Stakeholder Management

• Build strong partnerships across Commercial, Finance, Logistics, Quality, Supply Chain and Shared Service organizations.
• Act as a trusted operational advisor during issue resolution and business-critical situations.
• Support collaborative decision-making and cross-functional alignment to achieve service and operational objectives.

Minimum Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Administration, Supply Chain, Logistics, Finance, Data Analytics or related discipline.
• 4+ years of experience in Customer Service Operations, Order Management, Supply Chain or related operational functions.
• Strong understanding of Order-to-Cash (O2C) processes.
• SAP experience.
• Advanced Microsoft Excel skills.
• Advanced English proficiency.
• Strong analytical, problem-solving and stakeholder management capabilities.

Preferred Qualifications

• Experience within the pharmaceutical, healthcare or other highly regulated industries.
• Power BI, Power Query and Power Automate experience.
• Process Mining and/or Celonis experience.
• Lean, Six Sigma or Process Excellence certification.
• Experience supporting revenue, billing and customer claim processes.
• Experience leading automation, analytics or digital transformation initiatives.
• Familiarity with AI-enabled productivity and business intelligence solutions.

Critical Success Factors

• Customer Focus
• Operational Excellence
• Data & Analytics Mindset
• Continuous Improvement Orientation
• Digital & Technology Curiosity
• Ownership & Accountability
• Influencing Without Authority
• Collaboration & Stakeholder Management
• Learning Agility
• Problem Solving & Decision Making

 
Work Location Assignment: Hybrid

EEO (Equal Employment Opportunity) & 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, or disability.

To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.

Global Procurement