Job Description
The Customer Operations Sr. Manager is a member of the U.S. Customer Operations Team supporting multiple business units within Pfizer. The Team is responsible for maintaining appropriate levels of inventory held by Pfizer’s customers to ensure patient access and for managing the implementation and quarterly execution of numerous Distribution Service Agreement (DSA) contracts. The Team manages the EDI 852 and EDI 867 data sets to support those responsibilities. The position requires extensive use of data warehouse applications, Tableau, and relational databases. The Manager will work directly with external customers, software vendors, consultants, Customer Service, Account Management, Finance, Supply Chain, and Information Technology colleagues. Position requires independent action and decision making to achieve business objectives and compliance with internal controls.
JOB RESPONSIBILITIES
Reporting and analysis
Provide subject matter expertise on EDI 852 and EDI 867 data.
Work closely with customers’ and Pfizer’s EDI departments to develop and validate initial EDI 852 and EDI 867 data mapping requirements for new customers.
Monitor, identify and resolve EDI 852 and 867 data integrity issues.
Actively maintain EDI 867 end-customer master data.
Perform ongoing master data maintenance activities required for effective order management, DSA contract execution, and reporting accuracy.
Create ad-hoc reports, standardized reports, and system interfaces as needed to support business requirements.
Utilize sophisticated analytical technology such as SQL, Toad and Alteryx.
Distribution Service Agreement contracts
Independently responsible for oversight and execution of the quarterly process to ensure timely and accurate creation of numerous complex contract metrics workbooks within a tight contractual time limit.
Review new contracts and configure internal system to execute required metrics.
Calculate credits/debits and explain variances for approval by senior management.
Work with external customers and internal stakeholders to ensure optimal contract performance is achieved.
Systems and business processes
Independently initiate and manage large technology and business process improvement projects.
Ensure alignment of programming prioritization across multiple systems and stakeholders.
Collaborate closely with Information Technology colleagues to translate business requirements into technical specifications.
Oversee validation testing and approve programming changes.
Forecasting
Prepare quarterly accruals for DSA credits/debits.
Provide quarterly revenue projections to Finance as required.
Must-Have
Bachelor's Degree and 7 or more years of experience.
Knowledge of EDI 852 and EDI 867 data.
Strong data analysis skills.
Nice-to-Have
Experience with SQL, Snowflake, DBeaver, Tableau, SAP.
Knowledge of vendor managed inventory (VMI) principles.
Knowledge of pharmaceutical distribution models.
Project management experience.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & 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, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
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