Customer Engagement Specialist

ROLE SUMMARYSummarize the primary purpose & key accountabilities of the role including geographical scope (i.e. Global vs. Country/Region). Summary should be concise and include strategic information that would attract candidates to the role. It may be helpful to complete this section after you have finished the other sections of the document.The Customer Engagement Specialist role is a pivotal focused on building strong collaborative relationships with customers to enhance satisfaction loyalty and long-term partnerships. Primarily focused on customer engagement activities this role ensures customers needs are met while supporting Order-to-cash Operations to enable a seamless end-to-end customer journey. As a strategic partner the specialist collaborates closely with the Commercial teams and the GSC Center of Excellence to deploy segmentation and customer collaboration strategies.Key responsibilities include launching customer surveys collecting and following up on the voice of the customer and analysing root causes of survey results and performance metrics. The specialist derives actionable insights to enhance service levels per customer segment and drives continuous improvements in customer experience all while maintaining a focus on operational excellence and optimizing joint costs. This role is key to providing excellent customer experiences and helping the business grow by ensuring clear communication and smooth processes.ROLE RESPONSIBILITIESIn order of importance indicate the primary responsibilities critical to the performance of the role. It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.Foster relationships by building and maintaining strong trust-based relationships with key customersServe as the primary point of contact for addressing strategic needs and concernsManage Order to cash activities for selected portfolio to increase customer satisfaction for key customers in accordance to the segmentation strategyEnsure that day-to-day customer service activities follow the closed-loop feedback methodology aligning operational execution with the broader Customer Engagement strategyAct as a strategic partner and collaborate with customers to align their needs with the companys offeringsAnalyse and continuously monitor and update market customer segments and service levelsResearching market trends and generating more sales identifying high-value clientsMonitor performance metrics and KPIs and analyse the root cause to prevent mitigate and resolve issues swiftlyImprove Customer Satisfaction by launching customer surveys to proactively gather feedback and insights from customers to understand their expectationsEnsure to work on closed loop feedback and the voice of our customers is heard by taking appropriate actions with relevant teams and derive actions to create any Cx-related solutions or co-create solutions with customersUse data metrics and KPIs and analytics to find trends and opportunities for improving satisfactionWork with cross-functional teams to resolve pain points and implement process improvements to enhance the customer experience and ensure seamless service deliveryDesign local fit for purpose customer collaboration framework (agenda frequency priorities) aligned with segmentation strategyManage communication (calls mails visits) with customers to resolve inquiries and issues related to o2c topics in a timely and professional manner ensuring alignment and collaboration with the commercial teamOversee the resolution of ad-hoc escalations maintaining a record of common issues and their solutionsAdhere to Pfizer guidelines compliance and other policies and standard operating procedures (SOPs)Develop and maintain SOPs and work instructionsPrepare monthly/quarterly reports and trend analysesSupport audit activitiesEscalate operational customer and order management issues to the IMEx T2 levelCollaborate with local and global departments to drive customer satisfaction and loyaltyImprovementChampion the closed loop feedback process with customersFollow the IMEx methodology to enable process performance adherence and process improvementLead or contribute continuous improvement initiativesActively participate in trainings community of practices to foster a learning organization and continuous learningManage & Improve Performance using NPS & CSAT MetricsSupport system deployments and optimizations by assisting in the deployment of new solutions and tools to enhance customer service capabilities and providing feedback and suggestions to improve the usability and effectiveness of CS systemsDrive customer digital solutions adoption through established collaborations & forumsCollaborate with teams to resolve customer-facing issues and improve service quality.Main Interactions and CollaborationsInternal and external stakeholders (e.g. Logistics Demand Commercial Finance/GBS Quality LSP/DC etc.)Center of Exc