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Customer Service Representative I
2 months ago
Customer Service Representative (Contract) Lake Forest, IL, United States (Hybrid) Contract (5 months 1 day) Published 7 days ago Microsoft Office customer care customer service oriented Customer assistance SAP Customer Service Call Center call centre operations Customer Service Representative 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 healthcare 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: Bachelor’s degree preferred or high school diploma A minimum of 2+ years of 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 Rate/Hours: $21.00 per hour This is a hybrid position requiring 2-3 days onsite per week, with the potential for candidates to be onsite every Tuesday Must be located within reasonable commuting distance of one of the following cities (within 45 minutes): Memphis, TN Lake Forest, IL Shift Schedules: 8:00 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. #J-18808-Ljbffr
