Customer Service Operations Analyst
Pfizer
September 02, 2026
Remote friendly (Lake Forest, IL)
United States
Operations
Responsibilities:
- Provide operational, coaching, and analytical support to the GH&B Customer Service organization as an on-the-floor extension of leadership.
- Reinforce policies, priorities, and quality standards in real time to improve consistency, reduce rework/variability, and protect the customer experience.
- Coach, train, onboard, peer/cross-train colleagues; support succession planning; promote engagement and retention through accessible leadership.
- Manage daily operational coverage, priorities, and unexpected challenges; maintain service levels/order processing; guide complex or sensitive cases.
- Monitor real-time trends across calls, emails, order activity, disputes, disposition tracking, and repeat call rework; synthesize feedback into actionable insights for leadership.
- Identify root causes of recurring issues; champion continuous improvement; support proactive process/system/quality improvements.
- Establish and track operational/organizational health baselines and success measures.
- Support SAP and related system enhancements (requirements, issue resolution, UAT, change adoption).
- Serve as SME for tools/content (iKnow, inContact, Prime, SAP C4C Pfizer Assist/email management, Business Objects, Celonis/Fiori, reporting).
- Research, troubleshoot, and resolve customer requests/inquiries; manage financial adjustments and SOX compliance; support escalation triage and business continuity.
Qualifications (Minimum):
- High school diploma + 6+ years; or associate degree + 4+ years; or BA/BS + 2+ years; or MBA/MS + any relevant experience.
- Comprehensive GH&B Customer Service knowledge (Order-to-Cash and support structure, order management, distribution, supply programs, partner collaboration).
- Strong SAP ECC Order-to-Cash knowledge; ability to translate business needs into technical requirements; support UAT/continuous improvement.
- Strong understanding of customer service operations, workflows, order release/shipping delays, financial adjustments/deductions/disputes, logistics issue resolution, and quality standards.
- Experience with operational reporting/workflow tools (Business Objects, SAP, Fiori, inContact/Workforce Management, Prime, iKnow, SAP C4C).
- Proven analytical and coaching/training/influence skills; strong communication, problem-solving, project, and change management.
Preferred:
- People management experience; strong analytical/problem-solving; team collaboration; organization/time management; attention to detail; multitasking/prioritization; interpersonal stakeholder skills; proactive continuous improvement.
- Experience with common AI tools (e.g., Microsoft Copilot) and responsible AI awareness.
Skills:
- Analytical, coaching, decision-enablement/upward influence, change management, project management, troubleshooting.
Benefits:
- Eligibility for Global Performance Plan bonus (10% target) and comprehensive benefits (401(k), paid leave, medical/dental/vision).
- Provide operational, coaching, and analytical support to the GH&B Customer Service organization as an on-the-floor extension of leadership.
- Reinforce policies, priorities, and quality standards in real time to improve consistency, reduce rework/variability, and protect the customer experience.
- Coach, train, onboard, peer/cross-train colleagues; support succession planning; promote engagement and retention through accessible leadership.
- Manage daily operational coverage, priorities, and unexpected challenges; maintain service levels/order processing; guide complex or sensitive cases.
- Monitor real-time trends across calls, emails, order activity, disputes, disposition tracking, and repeat call rework; synthesize feedback into actionable insights for leadership.
- Identify root causes of recurring issues; champion continuous improvement; support proactive process/system/quality improvements.
- Establish and track operational/organizational health baselines and success measures.
- Support SAP and related system enhancements (requirements, issue resolution, UAT, change adoption).
- Serve as SME for tools/content (iKnow, inContact, Prime, SAP C4C Pfizer Assist/email management, Business Objects, Celonis/Fiori, reporting).
- Research, troubleshoot, and resolve customer requests/inquiries; manage financial adjustments and SOX compliance; support escalation triage and business continuity.
Qualifications (Minimum):
- High school diploma + 6+ years; or associate degree + 4+ years; or BA/BS + 2+ years; or MBA/MS + any relevant experience.
- Comprehensive GH&B Customer Service knowledge (Order-to-Cash and support structure, order management, distribution, supply programs, partner collaboration).
- Strong SAP ECC Order-to-Cash knowledge; ability to translate business needs into technical requirements; support UAT/continuous improvement.
- Strong understanding of customer service operations, workflows, order release/shipping delays, financial adjustments/deductions/disputes, logistics issue resolution, and quality standards.
- Experience with operational reporting/workflow tools (Business Objects, SAP, Fiori, inContact/Workforce Management, Prime, iKnow, SAP C4C).
- Proven analytical and coaching/training/influence skills; strong communication, problem-solving, project, and change management.
Preferred:
- People management experience; strong analytical/problem-solving; team collaboration; organization/time management; attention to detail; multitasking/prioritization; interpersonal stakeholder skills; proactive continuous improvement.
- Experience with common AI tools (e.g., Microsoft Copilot) and responsible AI awareness.
Skills:
- Analytical, coaching, decision-enablement/upward influence, change management, project management, troubleshooting.
Benefits:
- Eligibility for Global Performance Plan bonus (10% target) and comprehensive benefits (401(k), paid leave, medical/dental/vision).