Customer Service Representative I
ROLE SUMMARY
As the initial point of contact, the Customer Service Representative serves as the face of Pfizer to our vaccine and hemophilia customers, including but not limited to health care professionals, home health facilities, specialty distributors, and government entities. The Customer Service Representative supports not only customers but also sales force members and other internal stakeholders.
ROLE RESPONSIBILITIES
Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls, consistent with product or brand specific requirements
Remain available to answer incoming calls at a rate consistent with metrics set by customer service management team
Support the logistical complexities of COVID vaccine by handling customer calls and email interactions
Partnering with Quality and Transportation team on any temperature deviations or delivery issues.
Assist customers as they make credit card payments and issue resolution according to business rules and policies
Support vaccine and hemophilia initiatives – contracting, pricing, customer intelligence and reporting etc.
Maintain a detailed working knowledge of Pfizer trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the Pfizer Trade Policy, Return Policy, shipping practices, invoice terms, product availability information, accepting credit card payments when appropriate, and product-specific order handling guidelines
Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
Must stay abreast of changes in scripts, procedures and products
Support Sarbanes Oxley by adhering to internal controls
Redirect callers who require assistance from other departments
Initiate requests for new customer accounts and account changes
Support customer inquiries/issues regarding Pfizer Prime website
Complete all assigned training
Participate in special projects as assigned
Partnering with GFS team to respond to inquiries and issues
QUALIFICATIONS
Bachelor’s degree preferred or high school diploma with two years Customer Service experience.
Ability to remain professional and courteous with customers at all times.
Excellent verbal and written communication skills.
Ability to multi-task, prioritize and manage time effectively.
Proven problem-solving ability.
Proficient in Microsoft Office.
SAP knowledge preferred.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Call center operations is 8:00am-8:00pm
Shift being posted is 10:30am-7:00pm
Shift is subject to change based on business needs.
During training, work schedule will be 9:00am-5:00pm.
Flexibility in work schedule and coverage of additional hours if needed.
OTHER JOB DETAILS:
Last Date to Apply for Job: September 15th
Relocation assistance may be available based on business needs and/or eligibility.
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. This position requires permanent work authorization in the United States.
Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email disabilityrecruitment@pfizer.com. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.
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