Customer Service Support Analyst
Pfizer
full-time
Posted on:
Location Type: Hybrid
Location: Lake Forest • Illinois • Pennsylvania • United States
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Salary
💰 $79,400 - $132,400 per year
About the role
- Monitor and evaluate Customer Service Representatives' interactions via phone and email with health care professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics
- Provide coaching and feedback from these evaluations to team members and supervisors
- Review our strategies and team efficiency to effectively manage planned and unplanned events
- Conduct on-boarding orientations for new hires
- Provide comprehensive ongoing training for all levels of Customer Service
- Create and maintain metrics to develop necessary training and ensure program success
- Collaborate with the management team to analyze practices and procedures
- Assist workforce analysis, promoting consistency, best practices, and tactical guidance
- Design, perform, train and distribute routine reports required by management
- Assist in creating training documents for managing day-to-day tasks and work on streamlining SOM processes and communications.
Requirements
- Bachelor's degree with at least 2 years of experience OR master's degree OR associate degree with 6 years of experience OR HS diploma (or equivalent) with 8 years of experience
- Experience in a Customer Service or healthcare environment
- Proactive and self-motivated with a commitment to continuous improvement
- Good knowledge of MS 365 Office
- Ability to work effectively in a team environment
- Experience in SAP / Order to Cash environment
- Excellent organizational and time management skills
- Excellent communication skills and level of English (written and spoken)
- Bilingual in Spanish to support Puerto Rico phone and email interactions.
- Fluent in both reading and writing.
- Experience with relational database report development (e.g., SAP BI, Business Objects, etc.)
- Experience in the pharmaceutical trade business, including order management and distribution operations.
Benefits
- Comprehensive and generous benefits and programs
- 401(k) plan with Pfizer Matching Contributions
- Additional Pfizer Retirement Savings Contribution
- Paid vacation
- Holiday and personal days
- Paid caregiver/parental and medical leave
- Health benefits including medical, prescription drug, dental, and vision coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicehealthcare experiencetraining developmentreport developmentorder managementdistribution operationsmetrics creationworkforce analysisSAPMS 365 Office
Soft Skills
coachingfeedbackproactiveself-motivatedcontinuous improvementteamworkorganizational skillstime managementcommunication skillsbilingual