Candidates are encouraged to apply as soon as possible for the UGS Supply Chain Customer Service Manager at the Pfizer. Application deadline is approaching soon and motivated candidates with excellent communication skills will be preferred.
Job: UGS Supply Chain Customer Service Manager
Location: Barceloneta, PR
Upjohn Customer Service serves Upjohn as a CMO (Contract Manufacturing Operations) and is responsible for managing Upjohn’s interface and relationships with its customers. The role of the Supply Chain Customer Service Manager is to:
Be the lead assigned as the 3rd party relationship manager and customer supply chain representative, based at Vega Baja and potentially managing additional sites. Be responsible and accountable for supply chain matters and communications as it relates to the MSA (Master Service Agreement) with the customer and be the primary interface between customer and SC site team
Manage and maintain oversight over 3rd Party relationships, especially from a supply chain perspective:
Maintain strong commercial relationship with customers (e.g. respond to major site concerns)
Project UGS cross-site interest, including leading Joint Advisory Committee with Pfizer
Serve as escalation point for the Upjohn site (e.g. address major issues or term violations)
Oversee execution of customer agreements at site (i.e., Subject matter expert regarding the UGS CS MSA terms, facility addenda and QA)
Address and escalate issues or term violations externally and internally
Negotiate with customers any changes required to their replenishment plan while taking a holistic network perspective
Be the point of contact for customer inquiries regarding customer Purchase Orders, Forecast and shipping schedule. (i.e. Manage PO / SO process, coordinate shipping with customer)
Facilitate all site visits for customers
Coordinate the resolution of technical problems identified with a customer’s product
Recommend/implement solutions that are mutually acceptable to both site and customer
Collaborate with UGS site operations to optimize schedules based on customer forecast
Assume role as owner of MSA terms, ensuring that MSA terms are adherent from a supply chain perspective:
Align monthly forecast with customer and ensure compliance with MSA terms
Provide Purchase Order confirmation to the customer and release orders to the site
Provide forecast compliance analysis
Provide and align input materials forecast with customer (Customer-supplied and Buy-Sell Materials)
Provide monthly inventory of tolled materials to the customer
Monitor and report Failure to Supply
Perform rough site capacity checks, to ensure that site can meet demand from a site capacity perspective
Update/Upload the APO planning system with the customer Replenishment Plan
Execute all transactions in the APO Planning System required to provide the necessary visibility to the Upjohn site of the customer replenishment plan.
Execute all necessary change requests in the APO Planning and assign the appropriate reason codes for the changes.
Execute Supply Chain planning:
Support global internal Supply & Demand Rev. process as inputs to UGS Customer Service decisions and long-term financial planning
Drive major prioritization/allocation decisions which impact ability to deliver customer products
Serve as contact for UGS governance initiatives and interface for wider Upjohn/SC platform services
Execute commercial terms:
Manage customer invoices (initiate billing, perform general ledger posting, share invoice)
Share monthly financial reporting (LE, Inventory, RIDS, Budget) and maintain customer service metrics for site
Manage annual forecasts and inputs into LRVF
Provide input for financial sales LE and results
Manage annual facility addenda refresh, price update and true-up (incl. financial prep and coordination)
Administrative and other strategic initiatives:
Manage key documents and data platforms (e.g., batch records) and process document revisions
Develop proposals for changes or initiatives and support approved ones (e.g., Life cycle mgmt., artwork)
Realize opportunities for new products or extensions of existing product lines
Oversee all customer relationships, including execution of customer agreements, issue escalation, and any additional customer interactions needed or requested of sites
Be a strategic thinker and be mindful and understand the points of views of all stakeholders involved, recommending & implementing solutions that are mutually acceptable to both the Upjohn sites and customers.
Understand UGS site capabilities and capacity plans.
Develop strong relationships with Upjohn network planning site teams and customer point of contact, especially for supply chain related activities
Oversee forecasting, shipping schedules and manage all customer purchase orders
Demonstrate knowledge of governing MSA terms and Facility Addendum. Prepare all SC reports that are required to be provided to customer
Utilize the SAP APO and ECC systems to ensure all dates, quantities and sales orders are being properly maintained to reflect reality
Participate in site coordination meetings with Pfizer External Supply, as well as cross-site Supply Chain Manager meetings and any additional cross-site meetings as required
Be able to collaborate and negotiate across UGS sites to ensure value realization
Prepare and make presentations to higher management to report on projects, achievements, business cases.
Ensure that any issues that require escalation are raised to the appropriate governing body
Degree in Science, Computer Science, Business, Operations Management, and/or Engineering; MBA or post graduate degree is an advantage
5-7 years of experience in pharmaceutical supply chain management; Virtual plant/contract manufacturing experience an advantage; Manufacturing site planning/scheduling experience an advantage
Fully bilingual in Spanish and English, both verbal and technical written skills
Specific subject matter expert (SME) in SAP Planning, Manufacturing, and Customer Service
Tactical supply chain experience, including the knowledge of SAP APO and ECC system
Knowledge and understanding of contract manufacturing models and operations
Experience and knowledge of financial operations in a production operation
Extensive user knowledge of SAP APO, ECC and BOBJ (BI) processes and practices
Experience in strategy development and implementation
Demonstrated ability to negotiate and collaborate with individuals and groups at multiple levels within customer an UGS teams
Demonstrated ability to manage multiple projects and lead cross functional projects
Demonstrated personal leadership, accountability, and organizational skills with proven ability to operate independently with minimal supervision.
Strong skills in communications and presentation
Demonstrated ability to negotiate and collaborate with individuals and groups at multiple levels across the organization including senior leadership of various functional lines across Viatris Global Supply.
Strong in relationship building and teamwork
Ability to make decisions without all the information
Last Date to Apply: April 13th , 2020
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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.