Customer Service Support Analyst

ROLE SUMMARY

The Customer Service Support Analyst (CSSA) provides operational and analytical support to Customer Service teams across the Collegeville, Lake Forest, and Memphis sites. This role supports quality monitoring activities by evaluating Customer Service Representative (CSR) phone and email interactions with Health Care Professionals (HCP), consumers, distributors, wholesalers, and pharmacies using established metrics and procedures. The CSSA supports training and compliance activities related to the Order-to-Cash process for U.S. and Puerto Rico Customer Service. The role assists with performance-related initiatives by collecting, preparing, and analyzing data to support routine operational reporting and management review. This position works closely with Customer Service management and cross-functional partners by providing information, reports, and documentation in support of established processes.

The role does not have direct reports and operates in a structured environment under guidance, applying defined procedures, business rules, and tools to complete assigned tasks accurately and consistently.

ROLE RESPONSIBILITIES

In this role, you will:

• Monitor and evaluate our Customer Service Representatives' interactions via phone and email with health care professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics to ensure the highest standards.

• Provide coaching and feedback from these evaluations to team members and supervisors for continuous learning and performance discussions.

• Review our strategies and team efficiency to effectively manage both planned and unplanned events, ensuring optimal use of our call center resources to meet business objectives.

• Conduct on-boarding orientations for new hires, ensure they have access to essential systems, materials, and information on processes and policies, facilitating their transition.

• Provide comprehensive ongoing training for all levels of Customer Service, creating and maintaining metrics to develop necessary training and ensure program success.

• Create and maintain metrics to develop necessary training and ensure the success of the training program.

• Collaborate with the management team to analyze practices and procedures as part of our continuous improvement efforts.

• Assist workforce analysis, promoting consistency, best practices, and tactical guidance.

• Design, perform, train and distribute routine reports required by management, including those for SOM Management, Sarbanes Oxley, and other ad hoc requests.

• Assist in creating training documents for managing day-to-day tasks and work on streamlining and standardizing SOM processes and communications.

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse capabilities including: the ability to influence and collaborate with peers, develop and coach others, guide the work of stakeholders to achieve meaningful outcomes and create business impact.

• 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

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 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 data base report development (e.g. SAP BI, Business Objects, etc.)

• Experience in the pharmaceutical trade business, including order management and distribution operations.

OTHER JOB DETAILS:

• Last Date to Apply for Job: April 28, 2026

• Work Location Assignment: Hybrid (Tennessee - Memphis, Pennsylvania - Collegeville, or Illinois - Lake Forest)

The annual base salary for this position ranges from $79,400.00 to $132,400.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 7.5% of the base salary. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

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 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 [email protected]. 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.

Logistics & Supply Chain Mgmt