China Customer Service Lead Job at Pfizer (Shanghai)

Job Description

The Customer Service Operations oversees a team of operation managers in China market responsible for market customer service strategy, sales order management and claim and dispute resolution, ensuring efficient execution of transactional customer service processes. This role emphasizes collaboration with China Commercial, Finance, QA, logistics and APAC GSC cross functional teams, leading China Customer service operation managers/Specialists to deliver seamless, end-to-end customer experiences, while also driving continuous improvements in customer service processes, tools, and systems. The Lead is instrumental in fostering team performance, ensuring operational excellence, and supporting the successful deployment of new systems and solutions. The individual collaborates with the APAC Customer Experience team to review and assess satisfaction levels and identify opportunities for improvement.

Job Responsibility

Drive and implement customer experience market strategy, influence S&OP decisions and ensures alignment with global, APAC and China supply chain objectives
Lead, mentor a team of customer service operation in China market and accountable for the operation performance
Collaborate with China commercial , Finance , QA, Logistic and APAC/Global cross functional teams for delivering end to end customer service objectives, continuous improvement across China operations
Handle and support QA/RA escalations , government and company audits and ensure process and documentation integrity – critical for compliance for China market
Monitor and ensure compliance with local applicable regulations (e.g NMPA ), company’s guidelines, industry standards, company policies
Set performance goals, provide regular feedback, and conduct training to enhance team capabilities
Foster a customer-centric culture and ensure alignment with organizational values and objectives
Oversee daily customer service activities, including order management, inquiries, issue resolution, and complaint handling
Ensure timely and accurate processing of orders, including adherence to Good Distribution Practices (GDP) and regulatory requirements specific to the pharmaceutical industry
Act as a point of escalation for the Customer Service Operations team on complex operational or high-priority issues, providing swift operational solutions
Build and maintain strong relationships with customers, distributors, and internal teams (e.g., Commercial, Customer Engagement, Supply Chain, and Quality Assurance)
Collaborate with Customer Engagement teams to understand the needs of customers and ensure superior service delivery
Conduct regular surveys with customers to assess satisfaction levels and identify opportunities for improvement
Analyse customer service workflows and collaborate with the Center of Excellence to implement process improvements to increase efficiency and customer satisfaction
Identify and share best practice CSO initiatives across regional teams
Work closely with the Quality Assurance and Regulatory teams to address any non-conformance or customer complaints or product recalls
Develop and monitor metrics and KPI’s for the China customer service operations and conduct root cause analysis to prevent, mitigate or resolve issues
Prepare regular reports for senior management, outlining trends, performance metrics, and improvement plans
Utilize data to forecast demand and plan resource allocation effectively
Support the achievement of the (cost-to-serve) budget and sustainability objectives by optimizing Order-to-Cash processes, delivery and transportation costs
Ensure clear and effective customer communication related to order management and customer service activities e.g., changes in delivery dates, product availability, etc.
Collaborate with local commercial and cross functional teams to ensure streamlined communication with customers on long term business impacts
Develop and maintain SOP’s and work instructions
Prepare monthly/quarterly reports and trend analyses
Escalate operational customer and order management issues to the IMEx T3 level

Requirements

Bachelor's/Master’s Degree in a Business Administration, Pharmaceutical, Finance, Supply Chain, Marketing & Sales and relevant
10+ years of pharmaceutical or FMCG Industry experience
Experience in GMP/GDP processes
Strong experience in current and future Customer Service, Customer Success, and Customer Account Management environments
Exposure to dealing with customer queries & complex problems
Proven experience of working on cross functional projects
Fluent in English and additional languages preferred
System-affine and experience in SAP and other ERP systems
Strong data analysis skills required
Problem-solving and issue resolution mindset
Reliable collaboration and efficient communication
Hands-on mentality
Resilience to work in a dynamic environment
Agility to respond to ad-hoc inquiries
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

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China Customer Service Lead

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