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Customer Operations Analyst II


Memphis, TN
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Job Details

The Customer Operations Analyst is a member of the Customer Operations Team in the U.S. Trade Group providing platform support for the Innovative Heath and Essential Health business units. The team plays a critical role in ensuring that appropriate amounts of inventory are shipped to optimize the availability of Pfizer products and ensure the integrity of quarterly revenue. The team is responsible for wholesaler order and inventory management across hundreds of NDCs in the U.S. market. The team is also responsible for the measurement and successful achievement of a wide variety of complex Distribution Service Agreement (DSA) contracts. The position requires extensive use of data warehouse applications, Tableau, Microsoft Excel, SAP BI and relational databases. The Analyst will work directly with external customers, Customer Service, Account Management, Supply Chain Management, Finance, Brand Management, and Information Technology.

**Primary Responsibilities**

+ Order management

+ Perform detailed reviews of major wholesalers' purchase orders to ensure appropriate quantities are shipped.

+ Recommend increased order quantities to ensure pharmacy access.

+ Recommend decreased order quantities to ensure alignment of revenue with underlying demand.

+ Proactively execute fair share allocations on backordered and short supply items to ensure equitable distribution to the Trade.

+ Identify and resolve root causes of abnormal purchase order quantities.

+ Actively manage product launches and LOE events to maximize pharmacy access and minimize returns.

+ Monitor controlled substance orders for suspicious activity.

+ Negotiate acceptance of all quantity changes with customers.

+ Distribution Service Agreement contracts

+ Consistently review weekly inventory and service level reports.

+ Identify root causes of service levels issues and excessive inventory and collaborate with customers and internal stakeholders to drive optimal achievement of contract performance.

+ Ensure the process is executed in compliance with all Sarbanes-Oxley requirements.

+ Forecasting

+ Participate in cross-functional forecast reviews with Supply Chain Management and Finance.

+ Proactively identify significant changes in market demand and work with the Brand team and Supply Chain Management to determine how to manage the event.

+ Update item and ship-to level Trade forecasts utilized in order reviews to reflect significant events.

+ Ensure that customers' purchasing forecasts are aligned with underlying demand.

+ Analysis, reporting, and database maintenance

+ Perform ongoing master data maintenance activities required for effective order management, DSA execution, and reporting accuracy.

+ Analyze, quantify and explain weekly sales variability. Communicate findings to Director of Customer Operations.

+ Provide subject matter expertise on EDI 852 and EDI 867 data.

+ Leads the preparation and execution of reports to address a wide variety of ad-hoc requests.

+ Work closely with customers' and Pfizer's EDI departments to develop initial EDI 852 & 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 file, consisting of over 300,000 unique records.

+ Continuously improve systems, reports, and business processes.

+ Identify and implement business process improvements.

+ Work with Information Technology to translate business requirements into technical specifications.

+ Perform validation testing.

**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.

**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.

**Other Job Details:**

+ **Last Date to Apply for Job: April 19, 2018**

+ Eligible for Employee Referral Bonus

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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