Customer Service Support Analyst

Pfizer • Lake Forest, CA

21h • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees