Customer Service Representative (Level 1)
- Employer
- Pfizer
- Location
- Collegeville, Pennsylvania
- Start date
- Jul 30, 2021
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- Discipline
- Marketing, Market Research/Customer Experience, Sales & Service, Customer Service
- Required Education
- High School or equivalent
- Position Type
- Full time
- Hotbed
- Best Places to Work
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.
- 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.
- Support Sarbanes Oxley by adhering to internal controls.
- Redirect callers who require assistance from other departments.
- Initiate requests for new customer accounts and any account changes.
- Support the Pfizer Prime website.
- Complete all assigned training.
- Participate in special projects as assigned.
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.
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.
PHYSICAL/MENTAL REQUIREMENTS
N/A
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Call center operations is 8:00am-8:00pm
- Shift being posted is 11:30am-8:00pm
- Shift is subject to change based on business needs
- During training, work schedule will be 9:00am-5:00pm
- Flexibility in work schedule and coverage of additional hours if needed.
- This role will be eventually on site, with some days working from home.
Other Job Details:
- Last Date to Apply for Job: August 10th, 2021
- Eligible for Relocation Package: NO
- Eligible for Employee Referral Bonus: YES
- #LI-PFE
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