Customer Service Support Analyst
Pfizer
2 hours ago
Remote friendly (Lake Forest, IL)
United States
Operations
Role Responsibilities:
- Monitor and evaluate Customer Service Representatives’ phone and email interactions with healthcare professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics.
- Provide coaching and feedback to team members and supervisors based on evaluations.
- Review strategies and team efficiency to manage planned and unplanned events and optimize call center resources.
- Conduct onboarding orientations for new hires, ensuring access to essential systems and information on processes and policies.
- Provide comprehensive ongoing training for all Customer Service levels; create and maintain training metrics.
- Collaborate with management on continuous improvement of 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.
- Create training documents and help streamline/standardize SOM processes and communications.
Basic Qualifications:
- Bachelor’s degree with at least 2 years of experience OR master’s degree OR associate degree with 6 years of experience OR high school diploma (or equivalent) with 8 years of experience.
- Experience in a Customer Service or healthcare environment.
- Proactive, self-motivated, and committed 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 environment.
- Excellent organizational and time management skills.
- Excellent communication skills and English (written and spoken).
- Bilingual Spanish (reading and writing) to support Puerto Rico phone/email interactions.
- Experience developing relational database reports (e.g., SAP BI, Business Objects).
- Experience in pharmaceutical trade, including order management and distribution operations.
Application Instructions:
- Last date to apply: April 28, 2026.
- Monitor and evaluate Customer Service Representatives’ phone and email interactions with healthcare professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics.
- Provide coaching and feedback to team members and supervisors based on evaluations.
- Review strategies and team efficiency to manage planned and unplanned events and optimize call center resources.
- Conduct onboarding orientations for new hires, ensuring access to essential systems and information on processes and policies.
- Provide comprehensive ongoing training for all Customer Service levels; create and maintain training metrics.
- Collaborate with management on continuous improvement of 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.
- Create training documents and help streamline/standardize SOM processes and communications.
Basic Qualifications:
- Bachelor’s degree with at least 2 years of experience OR master’s degree OR associate degree with 6 years of experience OR high school diploma (or equivalent) with 8 years of experience.
- Experience in a Customer Service or healthcare environment.
- Proactive, self-motivated, and committed 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 environment.
- Excellent organizational and time management skills.
- Excellent communication skills and English (written and spoken).
- Bilingual Spanish (reading and writing) to support Puerto Rico phone/email interactions.
- Experience developing relational database reports (e.g., SAP BI, Business Objects).
- Experience in pharmaceutical trade, including order management and distribution operations.
Application Instructions:
- Last date to apply: April 28, 2026.