Customer Service Representative - Level 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

QUALIFICATIONS

• Bachelor’s degree preferred or high school diploma with two years 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 preferred  

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NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

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

• Call center operations is 7:00am-7:00pm CST

• Shift being posted is 10:30am-7pm CST

• Shift is subject to change based on business needs

• During training, work schedule will be 8:00am-4:30pm CS

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

The salary for this position ranges from $19,83 to $33,04 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