Pfizer

Sr. Associate Customer Service

Posted Yesterday

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Casablanca, MAR

Hybrid

Senior level

Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical

We’re in relentless pursuit of breakthroughs that change patients’ lives.

The Role

Owns end-to-end Customer Service and Order-to-Cash operations across assigned markets, coordinating supply, finance, quality, regulatory, logistics, and commercial stakeholders. Manages order execution, tenders, risks, compliance, audits, KPIs, and service improvements. Leads transformation projects involving process redesign, tender frameworks, digital enhancements, and governance. Acts as a subject-matter expert, mentors colleagues, and drives reliable, compliant product delivery in a pharmaceutical environment.

Summary Generated by Built In

ROLE SUMMARY
The Sr. Associate Customer Service is accountable for the end - to - end reliability and performance of Customer Service and Order - to - Cash (O2C) operations across assigned markets, ensuring on time, compliant, and accurate product delivery.
Operating at a country and regional coordination level, the role acts as a senior operational owner and subject matter expert, leading cross - functional coordination with Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial, Medical and Category teams.
Beyond operational ownership, the Sr. Associate leads and contributes to strategic and cross ‑ functional projects, including process transformation, tender management frameworks, digital and system enhancements, compliance strengthening, and service performance improvement initiatives.
This role combines high operational accountability with project leadership, offering candidates the opportunity to drive tangible business impact, influence transformation, and shape Customer Service and O2C practices in a complex, regulated environment.
ROLE RESPONSIBILITIES

Own end‑to‑end Customer Service and O2C execution
Accountable for the full lifecycle of customer orders, including tender and institutional flows, ensuring alignment between customer commitments, supply capabilities, financial controls, and regulatory requirements.
Lead cross‑functional coordination and decision‑making
Act as the primary operational interface across Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial, and Category teams, driving resolution of complex issues and escalations.
Manage and mitigate operational, financial, and compliance risks
Proactively identify risks related to availability, tenders, pricing, payments, quality, or regulatory constraints, and lead mitigation and recovery actions.
Lead Customer Service and O2C transformation projects
Lead or co‑lead cross‑functional projects and workstreams (process redesign, tender management frameworks, system/digital enhancements, compliance strengthening), ensuring delivery of sustainable improvements.
Govern service performance and continuous improvement
Monitor Customer Service KPIs and Service Level performance, analyze trends, and drive corrective and preventive actions to improve reliability and customer satisfaction.
Ensure compliance, audit readiness, and governance
Act as Customer Service/O2C focal point for audits and governance forums, ensuring adherence to internal controls, cGMP, export regulations, and pricing policies.
Provide senior expertise and capability building
Serve as a senior subject‑matter expert for Customer Service and O2C processes, providing functional guidance, mentoring, and ensuring business continuity and effective backup.

Basic Qualifications

Bachelor's degree in Business Administration, Supply Chain, Engineering, Life Sciences, or equivalent.
3-5+ years of progressively responsible experience in Customer Service, Order Management, O2C, or Supply Chain within a pharmaceutical or highly regulated industry.
Strong working knowledge of SAP / ERP systems, including end‑to‑end O2C flows (order types, pricing, credit management, invoicing, returns).
Demonstrated experience managing complex order flows, including tender and institutional customers.
Strong understanding ofO2C internal controls, compliance requirements, export regulations, cGMP, and SOX principles.
Proven ability to coordinate cross‑functional stakeholders (Supply, Planning, Finance/GBS, Quality, Regulatory, Logistics, Commercial).
Experience supporting or leading operational projects impacting Customer Service, O2C, or Supply Chain performance.
Strong analytical skills and ability to translate data into operational actions.
Proficiency in Microsoft Office tools (advanced Excel, PowerPoint for reporting and project communication).

Preferred Qualifications

Experience leading or co‑leading cross‑functional projects (process optimization, digital tools, tender frameworks).
Exposure to audit participation, compliance remediation plans, or governance forums.
Advanced knowledge of tender management, pricing execution, and contractual obligations.
Experience in process standardization, SOP development, or change management.
Strong communication skills in English and French; additional languages are an advantage.

Work Location Assignment: Hybrid
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
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Skills Required

Bachelor's degree in Business Administration, Supply Chain, Engineering, Life Sciences, or equivalent
3-5+ years of progressively responsible experience in Customer Service, Order Management, Order-to-Cash, or Supply Chain within a pharmaceutical or highly regulated industry
Strong working knowledge of SAP or ERP systems, including end-to-end Order-to-Cash flows
Experience managing complex order flows, including tender and institutional customers
Understanding of Order-to-Cash internal controls, compliance requirements, export regulations, cGMP, and SOX principles
Ability to coordinate cross-functional stakeholders across supply, planning, finance, quality, regulatory, logistics, and commercial functions
Experience supporting or leading operational projects affecting Customer Service, Order-to-Cash, or Supply Chain performance
Strong analytical skills and ability to translate data into operational actions
Proficiency in Microsoft Office tools, including advanced Excel and PowerPoint
Experience leading or co-leading cross-functional projects involving process optimization, digital tools, or tender frameworks
Exposure to audits, compliance remediation plans, or governance forums
Advanced knowledge of tender management, pricing execution, and contractual obligations
Experience in process standardization, SOP development, or change management
Strong communication skills in English and French; additional languages are advantageous

What the Team is Saying

Pfizer Compensation & Benefits Highlights

Healthcare Strength — Health coverage is described as comprehensive, spanning medical, dental, vision, and robust mental‑health benefits, with eligible Pfizer medications available at no cost in U.S. plans. Family‑building support and transgender‑inclusive care are explicitly included, alongside wellbeing resources such as a reimbursement wallet and telehealth options.
Retirement Support — Retirement programs feature a 401(k) with company matching plus an additional Retirement Savings Contribution, complemented by company‑subsidized life, short‑term disability, and long‑term disability insurance. Materials also reference subsidized retiree medical coverage for eligible groups.
Leave & Time Off Breadth — Paid vacation, holidays, personal days, and paid parental and caregiver leave are consistently highlighted in current U.S. summaries and job postings. Options like buying extra vacation days and transition‑back support strengthen the time‑off offering.

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The Company

HQ: New York, NY

121,990 Employees

Year Founded: 1848

What We Do

Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.

Why Work With Us

We are the inventors, the problem solvers, the big thinkers — those who surmount any hurdle to deliver breakthrough medicines to the people who are counting on them the most.