Customer Service Support Analyst
Pfizer
4 hours ago
Remote friendly (Pennsylvania, United States)
United States
Operations
Role Responsibilities:
- Monitor and evaluate Customer Service Representatives’ phone and email interactions with health care professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics.
- Provide coaching and feedback from evaluations to team members and supervisors.
- Review strategies and team efficiency to manage planned and unplanned events and optimize call center resources.
- Conduct onboarding orientations for new hires; ensure access to essential systems, materials, and process/policy information.
- Provide comprehensive ongoing training for all levels of Customer Service; create and maintain training metrics.
- Collaborate with management on continuous improvement by analyzing practices and procedures.
- Assist workforce analysis with consistency, best practices, and tactical guidance.
- Design, perform, train, and distribute routine management reports (including SOM Management, Sarbanes-Oxley, and ad hoc requests).
- Assist in creating training documents and streamline/standardize SOM processes and communications.
Basic Qualifications:
- Bachelor’s degree with at least 2 years’ experience OR master’s degree OR associate degree with 6 years’ experience OR high school diploma/equivalent with 8 years’ experience.
- Experience in a Customer Service or healthcare environment.
- Proactive, self-motivated, commitment to continuous improvement.
- Good knowledge of MS 365 Office.
Preferred Qualifications:
- Ability to work effectively in a team environment.
- Experience in SAP / Order to Cash.
- Excellent organizational and time management skills.
- Excellent English communication (written and spoken).
- Bilingual Spanish (reading/writing) to support Puerto Rico phone/email interactions.
- Experience developing relational database reports (e.g., SAP BI, Business Objects).
- Experience in pharmaceutical trade business (order management and distribution operations).
Application Instructions / Other Job Details:
- Last date to apply: April 28, 2026.
- Work location: Hybrid (Memphis, TN; Collegeville, PA; or Lake Forest, IL).
- Monitor and evaluate Customer Service Representatives’ phone and email interactions with health care professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics.
- Provide coaching and feedback from evaluations to team members and supervisors.
- Review strategies and team efficiency to manage planned and unplanned events and optimize call center resources.
- Conduct onboarding orientations for new hires; ensure access to essential systems, materials, and process/policy information.
- Provide comprehensive ongoing training for all levels of Customer Service; create and maintain training metrics.
- Collaborate with management on continuous improvement by analyzing practices and procedures.
- Assist workforce analysis with consistency, best practices, and tactical guidance.
- Design, perform, train, and distribute routine management reports (including SOM Management, Sarbanes-Oxley, and ad hoc requests).
- Assist in creating training documents and streamline/standardize SOM processes and communications.
Basic Qualifications:
- Bachelor’s degree with at least 2 years’ experience OR master’s degree OR associate degree with 6 years’ experience OR high school diploma/equivalent with 8 years’ experience.
- Experience in a Customer Service or healthcare environment.
- Proactive, self-motivated, commitment to continuous improvement.
- Good knowledge of MS 365 Office.
Preferred Qualifications:
- Ability to work effectively in a team environment.
- Experience in SAP / Order to Cash.
- Excellent organizational and time management skills.
- Excellent English communication (written and spoken).
- Bilingual Spanish (reading/writing) to support Puerto Rico phone/email interactions.
- Experience developing relational database reports (e.g., SAP BI, Business Objects).
- Experience in pharmaceutical trade business (order management and distribution operations).
Application Instructions / Other Job Details:
- Last date to apply: April 28, 2026.
- Work location: Hybrid (Memphis, TN; Collegeville, PA; or Lake Forest, IL).