Customer Service Support Analyst

Pfizer

Customer Service Support Analyst supporting quality monitoring activities and team training initiatives at Pfizer. Collaborating with management and cross-functional teams to enhance customer service operations.

Posted 4/15/2026full-timeLake Forest • Illinois, Pennsylvania, Tennessee • 🇺🇸 United StatesJuniorMid-Level💰 $79,400 - $132,400 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicehealthcare experiencetraining developmentreport developmentorder managementdistribution operationsmetrics creationworkforce analysisSAPMS 365 Office

Soft Skills

coachingfeedbackproactiveself-motivatedcontinuous improvementteamworkorganizational skillstime managementcommunication skillsbilingual