Customer Service Representative I

Pfizer • Collegeville, PA

1d • Hybrid

About The Position

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.

Requirements

• 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
• This position requires permanent work authorization in the United States.

Nice To Haves

• SAP knowledge is preferred

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

Benefits

• eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies
• 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
• health benefits to include medical, prescription drug, dental and vision coverage.
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level