Customer Services Manager

**Position Summary**: - Identify portfolio/products opportunities, development and implementing strategies & tactics that assure fulfillments of strategic business goals and financial objectives, in line with company goals. - Manage Business Execution of public sector in Saudi Arabia. - **Internal stakeholders **including ( **PSL,PST **) but not limited to, KAMs, GSC, Finance, regulatory, H&V and commercial team & category leads. - **External stakeholders **( **Algosaibi, Salehiya, Al Naghi "NBC“, SITCO and Tamer **) including, but not limited to, Tendering authorities like NUPCO and GHC, public sector hospitals and institutions e.g. ( NGHA, KFSH, SFH, MODA etc. ) **Position Responsibilities**: - Act as an expert on the Hospital environment, competitors and customer needs to fulfill plan and budget forecasting with full accountability - Regular external stakeholder visits and engagement with NUPCO Team, Market Place team, NGH, KFMC, KFSH etc. in alignment with area KAM. - Support the Development of the existing portfolio and identifying new business opportunities to maximize growth. - Develop tactics with external stakeholders to position Pfizer as a preferred partner in close by executing global best practices and programs in collaboration with KAM CoE. - Drive the development of strong partnerships with all Pfizer distributers. - leading quoting activities, verification of source of supply requirements and lead time for delivery of Pfizer goods to the market to meet deadlines. - Leading the approval process of the annual SQs on GTCS across regulatory, supply, category teams, finance, H&V and ensuring the completion ahead of the submission timelines. - Accountable for specific agents ( Pfizer Saudi limited /Trading, Al Gosaibi and Salehiya ) with 80% time share and supportive for other agents ( NBC, Tamer and Sitco ) with 20% time share and vice versa based on the assignment of the direct manager, assure completion of all required training on agent systems and assure gaining the access Identifying all RFQ from all hospital/institute and take needed action to quote. - Dealing with customer systems and platforms ( Market Place, KFSH, KFMC, NGHA, PSMCC and Etimad ) in association with internal Pfizer systems like GTCs, BID office, etc. - Receiving marketplace Preorders and responding by quoting until order life cycle is completed. - Finalize all Etimad requests from RFQ till we receive final PO ( align with finance dept. to settle the fees ) - Ensure timely bidding and avoiding penalties including, but not limited to, providing the required documentations, reviewing awards, appeals, commenting on contracts, and archiving the outcomes and proactively highlight penalty risk with concerned departments. - Verification of bidding conditions and management of the tender preparation in alignment with tender manger - Sharing analytics with commercial leads to gain insights before final submission for leadership team including. - Support of debit and credit notes management. - Supporting Pfizer GSC team in releasing Supply order from the different distributors as per the demand plan to fulfill Tender, LPOs and marketplace orders and based on demand plan. - Periodical reporting of business performance to the commercial team ( Sales, stock, Open orders, delivery dates, tender fulfillment status, etc. ), from Pfizer agents on regular basis assure the development of the process to fulfill the KAM and business lead. **Education, Experience and Technical Skills Requirements**: - University Degree of pharmaceutical, Medical science, Business, Commerce, or Supply Chain. - Minimum of 7 years’ experience in the pharmaceutical industry in commercial roles. - At least 3 years of public sector management. - Broad knowledge of Saudi healthcare and pharmaceuticals environment - Proven success in multi-brand /portfolio/ Country management - Ability to manage complexity (across brands, functions and countries) - Ability to build cross-functional and cross-cultural constructive interactions. - Ability to operate as Pfizer’s ambassador with customers, professional bodies and Proven capabilities of external networking LI-PFE Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates. Sales Operations & Admin LI-PFE