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Customer Operations Manager


Peapack and Gladstone, NJ
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Job Details

The Customer Operations Manager is a member of the Customer Operations Team in the U.S. Trade Group supporting the GIP, GEP, Vaccines and Oncology business units. The team is responsible for order management of over $350 million of weekly gross sales across nearly 550 NDCs and more than $1 billion of Trade inventory. The team is also responsible for the measurement and successful achievement of Distribution Service Agreement (DSA) contracts. There are over 60 DSA contracts with annual credits of $220 million and debits of $160 million. In addition, this position is responsible for managing the implementation and ongoing maintenance of approximately 100 specialty pharmacy data contracts. This position supports a variety of supply chain management activities to address the critical objectives of executing the DSA metrics and managing technology development efforts. The position requires extensive use of data warehouse applications, Microsoft Excel, SAP BI and relational databases. The Manager will work directly with external customers, software vendors, consultants, Customer Service, Account Management, Finance, and Information Technology. Position requires independent action and decision making to achieve business objectives and compliance with internal controls.

**Primary Responsibilities**

+ Distribution Service Agreement contracts

+ Lead the quarterly process to ensure timely and accurate creation of over 60 complex contract metrics workbooks within a tight contractual time limit.

+ Recommend credits/debits and explain variances for approval by senior management.

+ Work with external customers and internal stakeholders to ensure optimal contract performance is achieved.

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

+ Systems and business processes

+ Provide strategic direction for technology platforms that support critical business processes.

+ Ensure alignment of programming prioritization across multiple systems and stakeholders.

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

+ Oversee validation testing and approve programming changes.

+ Identify and implement business process improvements.

+ Reporting and analysis

+ Create highly sophisticated ad-hoc reports, standardized reports, and system interfaces as needed to support business requirements.

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

+ 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.

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

+ Forecasting

+ Prepare quarterly accruals for DSA credits (over $220 million annually) & debits (over $160 million annually).

+ Provide Trade inventory estimates for financial sales models as required.

+ Provide quarterly revenue projections to Finance as required.

**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 9, 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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