Pfizer
CustomerServiceRepresentative
“Customer Service Representative at Pfizer. Skills: customer service, communication, problem-solving. 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”
What You'll Achieve.
achieve meaningful outcomes; create business impact
Industry & Context.
Proven problem-solving ability
hybrid remote (in office 2-3 times per week as well as for business-critical meetings as communicated by Management), Tuesdays are preferred onsite days for CS, 8: 30-5: 00 PM EST, Call center operations hours are 8: 00am-7: 00pm EST, Shift is subject to change based on business needs, Flexibility in work schedule and coverage of additional hours as needed, Candidates must be authorized to be employed in the U. S. by any employer., U. S. work visa sponsorship (such as TN, O-1, H-1B, etc. ) is not available for this role now or in the future.
What They're Looking For.
Must Have
bachelor’s degree with 0+ years of 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, Permanent work authorization in the United States
Nice to Have
SAP knowledge is preferred
What You'll Do.
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
customer intelligence and reporting etc.
Maintain a detailed working knowledge of Pfizer trade policies
and standard business processes in order to respond to customer and sales force inquiries regarding the Pfizer Trade Policy
product availability information
accepting credit card payments when appropriate
and product-specific order handling guidelines
Handle customer contacts in a professional
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
How You'll Work.
Team & Collaboration
collaborate with peers; develop and coach others; oversee and guide the work of other colleagues; Partnering with Quality/Controlant and Transportation team; Partnering with GFS team
Communication Scope
Excellent verbal and written communication skills
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