Customer Service Representative - Level I

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Requirements:

• Bachelor’s degree preferred or high school diploma with two years Customer Service experience
• 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

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
• 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