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

  

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  

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 8:00am-8:00pm EST

Shift being posted is 11:30am-8pm EST

Shift is subject to change based on business needs

During training, work schedule will be 9:00am-5:30pm EST

Flexibility in work schedule and coverage of additional hours as needed

Work Location Assignment: Hybrid

The salary for this position ranges from $25,33 to $42,22 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.

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.

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