Customer Service Representative (Contract)
Memphis, TN, United States (Hybrid)
Contract (5 months 8 days)
Published 6 months ago
CLOSED
Microsoft Office
customer care
Analytical
Telephone Answering
Customer assistance
SAP
Customer Service
Payments
Customer Service Representative - 8 Openings
This is a hybrid role (2/5 days onsite per week, Tuesdays required), candidates must be located within reasonable distance (within 45-minutes) of one of the following locations:
Memphis, TN
Lake Forest, IL
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.
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
Qualifications
High school diploma/Equivalent with a minimum of 2+ years of Customer Service experience
Ability to remain professional and courteous with customers at all times
Must have a reliable internet connection with adequate internet speeds (ability to hardwire for internet required)
Excellent verbal and written communication skills
Ability to multi-task, prioritize and manage time effectively
Proven problem-solving abilityProficient in Microsoft Office
SAP knowledge preferred
Strong analytical skills
Shifts/Locations
This is a hybrid role (2/5 days onsite per week, Tuesdays required), candidates must be located within reasonable distance (within 45-minutes) of one of the following locations:
Memphis, TN (preferred)
Lake Forest, IL
Monday - Friday; 40 hours per week with the below shifts available:
8 AM - 4:30 PM EST
8:30 AM - 5:00 PM EST
9:00 AM - 5:30 PM EST
Please note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner. This job posting is for a temporary role as an employee of Atrium on assignment at Pfizer. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.
Pay Rate Range Min Pay Rate $20
Max Pay Rate $21
Currency USD
Unit hourly
Benefits Information Comprehensive Benefits Package available based on eligibility
Short-Term Disability (STD)
Long-Term Disability (LTD)
Supplemental and Voluntary Life Insurance
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Contract (5 months 8 days)
Published 6 months ago
CLOSED
Microsoft Office
customer care
Analytical
Telephone Answering
Customer assistance
SAP
Customer Service
Payments
Customer Service Representative - 8 Openings
This is a hybrid role (2/5 days onsite per week, Tuesdays required), candidates must be located within reasonable distance (within 45-minutes) of one of the following locations:
Memphis, TN
Lake Forest, IL
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.
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
Qualifications
High school diploma/Equivalent with a minimum of 2+ years of Customer Service experience
Ability to remain professional and courteous with customers at all times
Must have a reliable internet connection with adequate internet speeds (ability to hardwire for internet required)
Excellent verbal and written communication skills
Ability to multi-task, prioritize and manage time effectively
Proven problem-solving abilityProficient in Microsoft Office
SAP knowledge preferred
Strong analytical skills
Shifts/Locations
This is a hybrid role (2/5 days onsite per week, Tuesdays required), candidates must be located within reasonable distance (within 45-minutes) of one of the following locations:
Memphis, TN (preferred)
Lake Forest, IL
Monday - Friday; 40 hours per week with the below shifts available:
8 AM - 4:30 PM EST
8:30 AM - 5:00 PM EST
9:00 AM - 5:30 PM EST
Please note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner. This job posting is for a temporary role as an employee of Atrium on assignment at Pfizer. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.
Pay Rate Range Min Pay Rate $20
Max Pay Rate $21
Currency USD
Unit hourly
Benefits Information Comprehensive Benefits Package available based on eligibility
Short-Term Disability (STD)
Long-Term Disability (LTD)
Supplemental and Voluntary Life Insurance
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