WHY PATIENTS NEED YOU

Everything we do, every day, is in line with an unwavering commitment to the quality and the delivery of safe and effective products to patients. Our science and risk-based compliant quality culture is flexible, innovative, and customer oriented. Whether you are involved in development, maintenance, compliance or analysis through research programs, your contribution will directly impact patients.

WHAT YOU WILL ACHIEVE

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.

Your knowledge and skills will contribute towards the goals and objectives of the team. Your focus and ability to meet team targets will help in completing critical deliverables. Your innovative use of communication tools and techniques will facilitate in explaining difficult issues and establishing consensus between teams.

It is your hard work and focus that will make Pfizer ready to achieve new milestones and help patients across the globe.

HOW YOU WILL ACHIEVE IT

• 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. Partner 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 its 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).

QUALIFICATIONS

MUST-HAVE

• Bachelor’s Degree Required.

• Minimum 3+year(s) 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-HAVE

• Speech analytics from a business perspective and SAP experience preferred

• Logistics or Customer Service operations experience in the pharmaceutical industry a plus.

NON-STANDARD WORK SCHEDULE, TRAVEL, OR ENVIRONMENT REQUIREMENTS

• Flexible to work beyond business hours for project implementations or to meet business needs.

OTHER JOB DETAILS:

• Last Date to Apply for Job: AUGUST 20TH 2022

• Eligible for Employee Referral Bonus

• NOT Eligible for Relocation Assistance

Work Location Assignment: Flexible

Flexible colleagues are assigned a Pfizer site within a commutable distance where they work about 2-3 days weekly to connect and innovate with their team face-to-face. However, they also benefit from being able to work offsite regularly when it makes business sense to do so.

PFIZER REQUIRES ALL U.S. NEW HIRES TO BE FULLY VACCINATED FOR COVID-19 PRIOR TO THE FIRST DATE OF EMPLOYMENT. AS REQUIRED BY APPLICABLE LAW, PFIZER WILL CONSIDER REQUESTS FOR REASONABLE ACCOMMODATIONS.

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.

Pfizer Inc. is a research-based, global biopharmaceutical company. We apply science and our global resources to bring therapies to people that extend and significantly improve their lives through the discovery, development and manufacture of medicines, vaccines, medical devices and consumer healthcare products.