Operation Support Coordinator

Pfizer • Collegeville, PA

1d • Hybrid

About The Position

This position is responsible for providing coordination and support across the Trade Operations team to advance projects, improve operational efficiency, and ensure high quality customer service. The responsibilities will have a heavy emphasis on telecommunications support, PRIME (online ordering tool) support, project management, reporting and analysis, continuous improvement efforts and Trade communication. This position supports the strategy of the department and works with the management team, commercial business units and technology support teams. The position generally does not have direct reports, but strong team-based leadership skills are required.

Requirements

• Applicants must have a bachelor's degree with 2+ years of experience; OR an associate’s degree with 6+ years of experience; OR a high school diploma (or equivalent) and 8+ years of relevant technical experience in a customer service environment.
• Customer service telecommunication platform (work force management) and/or online support experience.
• Strong analytical, project management, critical thinking, and excellent communications skills.

Nice To Haves

• Logistics or Customer Service operations experience in the pharmaceutical industry a plus.
• Bachelor’s Degree
• 4+years’ technical experience in a customer service environment.
• Speech analytics from a business perspective and SAP experience preferred.

Responsibilities

• Supports the call center telephony suite from a business perspective. Including the following: Work force management, telecommunications and quality monitoring program, speech analytics, call routing, as well as call reporting and statistics/metric reporting.
• Partner with Customer Service Site leads, Business Technology, Telecom department/Help Desk to resolve issues and support solutions and new initiatives for three customer service sites.
• Championing continuous improvement efforts. Works to achieve optimized processes and operations as demonstrated by analysis. Identify areas which may result in cost reductions, increase quality, and improve customer loyalty. Assist the management team in the support and implementation of these improvements and be an agent to help drive change in the department
• Support business processes and objectives around managing new product introductions as well as product supply disruptions.
• Participate/Lead testing, develop support documentation, and conduct training/demonstration sessions for new technology implementations including but not limited to telephony, PRIME and knowledge management system enhancements.
• Participate/design and develop communications and scripting for internal Customer Service personnel. Partners with other teams to understand business needs, gather accurate information, and determine appropriate communication requirements, audience, and method. Build presentations for knowledge sharing sessions with other functions.
• Perform operational support for Customer Service. Create reporting to monitor the effectiveness of the organization by determining operational metrics and reporting for service performance. Perform strategic operation analysis, identifying performance trends and scanning business/industry trends. Identify, distinguish, and analyze multiple business components of a problem and then make conclusions using high level quantitative skills. Share information with key stakeholders on an ongoing basis. Provide Consult with supervisors and managers to determine ways to measure performance as a department overall and for Customer Service associates
• Support timely resolution of PRIME user questions, incorporating expert communication skills to assure the highest level of customer service. Recommend ongoing improvements to sites via information obtained through customer interaction. Assist in website maintenance/new releases to ensure it’s fully functional, accurate, timely and relevant. Assist in testing and validating new enhancements to comply with issues or new business requests. Resolve requests for online support, via incoming phone calls and through email customer support mailboxes. Serve as a resource to the CSR team as a second level expert (SME) for PRIME. Respond to questions related to content, processes (UI flow), functionality and access procedures for both sites (GS/TRADE).

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: Mid Level