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/Controlant 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

BASIC QUALIFICATIONS

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

• Applicant must have a bachelor’s degree with 0+ years of experience; OR a high school diploma (or equivalent) and 4+ years of relevant 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 is preferred

**This position is hybrid remote (in office 2-3 times per week as well as for business-critical meetings as communicated by Management) Tuesdays are preferred onsite days for CS**

• 8:30-5:00 PM EST

• Call center operations hours are 8:00am-7:00pm EST

• Shift is subject to change based on business needs

• Flexibility in work schedule and coverage of additional hours as needed

The salary for this position ranges from $25.84 to $43.06 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies. 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 applies only to the United States - Pennsylvania - Collegeville location.

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.

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