Customer Service Coordinator

Компания "Manpower"

Multinational pharmaceutical and biotechnology corporation.

Responsibilities:

• Provide outstanding services to our customers & managing sales orders from customers across Kazakhstan;

• Order entry, processing and allocation, product availability reviews, LSP pick-pack instructions, shipment and import / export documentation(including Invoice, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis, any market specific document), final customer delivery & proper invoicing in line with the Pfizer compliancy policies and revenue recognition rules.

• Supply of orders in a timely and efficient manner to Government Institutions and Distributors in Kazakhstan, OTIF;

• Actions follow up on order status & shipping details while coordinating with LSP

  identification of potential supply problems in supply chain, development and implementation of necessary preventive and corrective actions;

• Responsible to support in customer claims management (expiry, damage, complaints, etc) following Pfizer policies;

• Support with serialization mandate ensuring the shipments moving across markets are compliant;

• Participate in internal CS meetings to support individual performance standards and continuous improvement initiatives, Provide support to other CS Executives as back-up while on leave and when necessary related for market deliverables

• Adhere to CS IMEX process like Standard work, Continuous Improvement;

• Import Permit Lead Time (follow up efficiency);

• Archiving of Customer PO for traceability of documentation for audit purpose;

• Cost Optimization (through finding efficiencies in process, consolidation, mode changes, waste reduction, etc);

• Receipt of acknowledgement and response to customer complaints; recording and tracking of complaints by market;

• Verify, record and track penalty related claims from customers;

• Issue, record and track undertakings to customers for low shelf-life products;

• Verify, record and track Debit Notes for Clearance and Delivery at destination;

• Identify, record and track exception costs resulting in the Order to Delivery process (urgent shipments, overtime, cancellation, etc);

• Interface with Supply Planning and Logistics Team to align on customer orders (pending orders, backorders, priority orders, allocations, etc) in ensuring minimum no-stock, minimal penalty on customer orders;

• Bachelor’s degree (degree or certification in supply chain preferred);

• Working experience with ERP / SAP systems;

• Experience in cross-functional work;

• English is a must.

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