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Pfizer Customer Service & Planning Lead in McPherson, Kansas


This leadership position is accountable for the overall Customer Service and Planning function at the McPherson site.

The Customer Service function includes customer interface, demand & supply management, Long Range Volume Forecast process, capacity and volume analysis, order fulfillment and trade compliance. The Customer Service Team is the liaison between Global Supply Chain and the McPherson (McP) Site to ensure monitoring market inventory levels, working with operations and above site teams on priorities and processing orders timely and accurately, in order to meet our supply commitments.

This role will also have Planning oversight and responsibilities which include:

  • Managing talent and developing skills to enhance capabilities of Team

  • Buying & planning of raw materials, Active Pharmaceutical Ingredients (API) & components to support production requirements

  • Master scheduling of filling & packaging lines for Pfizer and PC1 products

  • Partnering with Above-Site Planning (ASP) and Brand Supply Leads (BSL) to align on production schedules, budget processes and performance metrics

  • Leading the Site Operations Plan (S&OP) and volume forecasting activities

  • Managing inventory of raw materials, work-in-process and finished goods, including identifying areas of optimization

  • Leading the Material Review Board (MRB)

Required to maintain a culture of compliance, audit readiness, customer focus, innovation and inclusion. Provide leadership and guidance through appropriate application of technical knowledge to troubleshoot challenges and identify and implement process improvements. Collaborate with operations, quality, controlled substance COE, logistics, finance, supply chain planning and scheduling and a m ember of the Supply Chain Operations Leadership Team.


This position reports to the Supply Chain Leader:

Customer Service / Trade Compliance

  • Governance over % in stock, lead time attainment and overall customer service levels for McP site to be a highly orchestrated supply network

  • Connection between the Above site /AMP hub and McP site to monitor market inventory levels, supply issues, customer requests and orders (e.g. samples, documentation etc.)

  • Facilitates relationship between site operations and market customers

  • Secures accurate demand plan for the site by proactively managing changes and exceptions in multiple systems

  • Analyzes and negotiates supply strategy and maintains supply chain agreements with each customer

  • Coordinates customer communications and site customer service metrics

  • Interacts with multiple plant departments to ensure that customer service and inventory goals are met

  • Supports new product launches, product transfers and change projects

  • Provides input into the site Sales/Demand and Operations Planning process

  • Supports audits and provides necessary batch tracking

  • Responsible for coordination of discontinuation and product transfers, as the initial point of contact to start the process at the site (WO charges, master data updates, planning modifications, etc.)

  • Interaction with US deployment team to coordinate outbound shipments to the DCs for domestic or ROW supply.

  • Develop and maintain Drug Product rate standards, process simulations, and systems to input and collect production data.

  • Drive key aspects of the annual budget process, working closely with Finance and Production management.

  • Assure appropriate performance metrics exist and are in use for responsible plant area, including shop floor as well as management level metrics.

  • Using the typical Industrial Engineering tool set, analyze and assess shop floor related data, creating information for the plant to make sound decisions and prepare for the future.

  • Trade Compliance Main Goal: Ensure compliant movement and storage of materials. Regulations in scope include controlled substance, dangerous goods, alcohol, import/export (customs), state boards of health (distribution and controlled substance) and temperature control.


Buying & Planning

  • Manage and coordinate the placement of purchase orders for all procured items in support of production schedules

  • Partner with Procurement to improve overall supplier performance, identify plans to mitigate supply issues, and meet Price Per Variance (PPV) targets

  • Establish appropriate safety stock levels to ensure inventory coverage of procured items, including new product introductions/launches

Master Scheduling

  • Manage the development and coordination within the established frozen period of a daily and weekly production schedule for Pfizer and PC1 products

  • Partner with Above Site Planning to ensure volume forecast is aligned with demonstrated capacities and operational performance

  • Assure maintenance of an accurate production schedule for all production areas (filling, inspection, labelling, packaging)

  • Ensure optimization of plant assets (e.g. lyo units)

  • Own the Site Operations Plan (S&OP) volume forecasting process, and lead governance meetings to review performance against plan

  • Develop a production plan in support of new product introductions/launches

  • Establish schedule attainment and customer service metrics, measure plan against performance, and identify improvement actions

Inventory Management

  • Manage the creation of the Site inventory budget in partnership with Finance and Above Site Planning

  • Establish business processes to ensure Site meets inventory budget, identify opportunities to optimize inventory and follow up on action plans

  • Assure a Material Review Board is routinely conducted to review status of aging inventory, and generation of Material Destruction Orders (MDOs) in compliance with Corporate and Site procedures

  • Manage the return goods authorization and vendor credits processes

  • Partner with Logistics/Warehouse and Operations to assure accurate inventory management of raw materials, work-in-process and finished goods quantities

"Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact."


  • Bachelor's degree with 7+ years of experience in a regulated industry (pharmaceutical experience preferred) OR

  • Master's degree with 3 years of experience in pharmaceutical or similarly regulated industry experience.

  • Minimum of 3 years at the managerial level successfully directing and developing staff level colleagues


  • APICS or related certification desired

  • SAP experience desired

  • Effective written and oral communication skills including presentation skills

Functional/Technical Knowledge:

  • Exposure to multiple manufacturing practices, supply chain management, inventory maintenance and project management experience highly desirable.

  • The candidate must have excellent verbal and written communication skills, presentation skills, ability to share vision, direction, and data with colleagues across all levels and in a wide range of different work groups.

  • Demonstrated skills in leading, planning, integrating, coordinating similar/related teams, work processes and/or functions. Thorough knowledge of continuous improvement methodologies, including Lean.


Demonstrated interpersonal leadership and accountability in day-to-day interactions with focus on customer needs and process requirements is required.

Considerable demonstrated skills in communicating (oral and written) effectively with diverse individuals/groups; facilitating trust and understanding; and developing, influencing and managing work, employee and customer relationships.


  • Weekend and evening work may be required as supply situations dictate.

  • Travel

  • Other Job Details:

  • Last Date to Apply for Job: January 22, 2021

  • Eligible for Relocation Package: Yes

  • Eligible for Employee Referral Bonus: Yes

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

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.

Logistics & Supply Chain Mgmt