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Customer Service Officer


Ballerup, 2750
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Job Details

To provide customer service and sales/supply chain support to all trade customers

Responsible for Order to Cash (O2C)

Work in compliance with the Danish guidelines on euphoriants and GMP/GDP guidelines and the Danish Executive orders 1242 and 1243 with amendments as well as Pfizer's procedures described in the Quality Handbook (Kvalitetshndbogen).

+ Provide customers with support. Be professional and courteous when dealing with internal and external customers and consumers

+ Drive continuous improvement to raise customer service and operational effectiveness and to reduce cost

+ Ensuring smooth order flow in the systems through regular reconciliations and initiate investigations with following corrective actions

+ Input and adjust customer orders accurately on ad hoc basis

+ Process credit /debit notes as required to agreed standard

+ Record all customer queries in line with SOP's and standards

+ Management of new customers and materials in cooperation with the logistics team

+ Contact within the company and with the GFS teams to drive improvement and development of processes

+ Handling of returns transactions

+ Weekly and adhoc reporting for open/back orders

+ Ensure compliance with corporate and government regulations and legislation, and be responsible for audit readiness from a local perspective within inventory and O2C

+ Responsible for managing/updating the SOPs for Order to Cash

+ Responsible for execution of destruction process for Iceland

+ Support Market Lead during GML metrics reporting process

+ Continuous Improvement plan: together with other members in the Logistics group work with continuous improvement of systems and processes

+ Conduct annual customer satisfaction survey, prepare analysis and follow up with action plan


+ Ability to communicate effectively with internal and external customers

+ Good telephone manner - ability to handle both inbound and outbound sales and sales support calls

+ Ability to initiate action in order to achieve results

+ Ability to collaborate with sales partners in the achievement of stated objectives

+ Ability to build and manage relationship with key buying contacts within customers

+ Ability to implement and follow SOP protocols around adverse incidences


+ Previous experience using SAP ideal but not necessary

+ Good knowledge of MS Office in particular Outlook and Excel

+ Time management

+ Interpersonal skills

+ Previous experience in Pharma industry ideal but necessary

The closing deadline for applications is 27th March 2018.

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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