Job Title: Customer Validation & Master Data Representative (Grade 7) - PFIZJP00003424
Location: Sandwich – Onsite
Duration: 12 months
Pay Rate:
Work pattern: 37 hours p/w
Role Purpose:
- This role is a key part of the Customer Account & Supply Management team within the Global Supply Chain (GSC). The position focuses on ensuring accurate customer data management, account validation, and high-quality customer service to support the timely and compliant delivery of medicines.
- The role involves close collaboration with internal and external stakeholders to adapt to the evolving healthcare environment. It supports approximately 21,000 customers by managing customer accounts, maintaining SAP master data, and ensuring compliance across Direct-To-Pharmacy (DTP) and Direct Account supply chains.
Key Responsibilities:
Customer Account Setup & Data Management:
- Process new account requests and updates in line with SOPs.
- Validate and update customer master data in SAP.
- Liaise with customers to gather additional account information when required.
- Handle and resolve internal and external customer data queries.
- Maintain records of queries and ensure timely resolution.
- Conduct periodic revalidation of customer accounts as per SOP timelines.
- Perform regular checks to ensure supply is made only to licensed/registered customers.
- Track and manage customer license updates and registrations.
- Ensure compliance with Good Distribution Practice (GDP) regulations.
- Support audit processes through accurate reporting and documentation.
- Monitor data flow between systems (e.g., SAP and external partners).
- Identify, troubleshoot, and resolve system/interface issues promptly.
- Escalate complex issues where necessary.
- Act as a subject matter expert for assigned processes.
- Identify and recommend process improvements.
- Support business changes and contribute to improvement projects.
- Manage team mailbox and ensure timely response to all queries.
- Maintain accurate filing, archiving, and documentation for audit compliance.
- Participate in projects and initiatives aimed at improving processes and efficiency.
- Collaborate with internal teams and stakeholders to enhance service delivery.
- Timely processing of account updates and queries (typically within one working day).
- Accuracy and compliance in customer data management.
- Successful completion of revalidations and audits.
- Effective issue resolution and stakeholder satisfaction.
- Contribution to process improvements and project delivery.
Skills, Knowledge & Experience:
- Secondary education (GCSE or equivalent in Maths and English).
- Proven customer service experience, including handling complex queries.
- Preferably experience in a B2B environment.
- Strong IT skills, including MS Office; SAP experience is advantageous.
- High attention to detail and ability to work under pressure.
- Strong analytical and decision-making abilities.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced, multi-tasking environment.
- Business Acumen
- Customer Focus
- Data Management
- Computer Literacy
- Continuous Improvement Mindset
- Accountability & Ownership
- Decisiveness
- Self-Awareness
