Customer Service Support Analyst

Pfizer Lake Forest , CA 92630

Posted 2 months ago


This role provides high level of support for all three Customer Service sites located in Collegeville, Lake Forest, and Memphis. This role supports quality monitoring for approximately 60 Customer Service Representatives (CSR). This role evaluates CSR's phone and email interactions for US and PR Health Care Professionals (HCP), Consumers, Wholesalers, Distributors, Pharmacies, etc. against established metrics. The role also supports training and compliance for the entire order to cash process for US and PR. The role supports all performance-based initiatives within Customer Service. The Training Specialist assists internal customers from various departments and levels by providing data and analysis to assist with tactical and strategic decision making. This position supports the strategy of the department and works with the management team, commercial business units and technology support teams. The position does not have direct reports, but strong team-based leadership and project management skills are required. This role must stay abreast of the frequent changes in the industry, product information, operations and be empowered to control and communicate sensitive information and provide creative solutions. These responsibilities include reporting, analyzing and interpreting data pertaining to Trade Operations in the US and PR. This role requires an ability to understand key business fields within SAP, as well as attention to detail. The Training Specialist must possess an aptitude to understand complex business concepts from beginning to end. This role works with internal stakeholders to help develop strategies to make necessary updates to SOP's, Job Aids and critical business communications. The position requires self-direction and the ability to apply complex business rules to achieve business objectives and compliance with internal controls.


  • Conduct On-Boarding orientation for new hires ensuring their access to systems, and materials and information on processes, policies for their success in transitioning into their new role.

  • Provide ongoing training for all levels of Customer Service.

  • Create and maintain metrics to develop necessary training and ensure the success of the training program.

  • Lead or participate in Continuous Improvement Programs to ultimately provide our customers with a high level of quality service.

  • Collaborates with management team to examine practices and procedures as part of a continuous business improvement effort.

  • Monitor and evaluate Customer Service Representatives (CSR) phone and email interactions with Health Care Professionals (HCP), consumers, distributors, pharmacies, etc. against established metrics and provide feedback to supervisors for performance discussions with incumbents on an ongoing basis.

  • Evaluates effectiveness of staffing strategies and team's efficiency in response to managing planned and unplanned events, to ensure effective utilization of call center phone support resources to achieve business objectives.

  • Leads Workforce Analysis, driving consistency, best practices, and tactical guidance. Acts as the workforce management advocate for Operations Management; communicating staff plans, improvement opportunities and workforce initiatives.

  • Perform, design and distribute routine reports required by management including reports for SOM Management, Sarbanes Oxley and other ad hoc requests. Supports ad hoc operational reporting requests from management and others. Provides analysis to management on key drivers and trends behind operational reports (returns, order frequency, back order metrics, etc.)

  • Trains and mentors Customer Service team members on SAP, BI/BOBJ reporting, and Excel analysis.

  • Assist with the creation of training documents for managing day to day tasks. Streamline and standardize SOM processes and communications and trains the team.

  • Uses Speech Analytics to help identify market trends, training opportunities and potential compliance risks.


  • High School Diploma required

  • 2-5 years Pharmaceutical experience

  • Bilingual in Spanish to support Puerto Rico phone and email interactions. Fluent in both reading and writing.

  • Experience with MS Office 365 required for communication and analyzing of large amounts of data


  • Bachelor's Degree preferred

  • Experience with relational data base report development (e.g. SAP BI, Business Objects, etc.)

  • Excellent communication, problem-solving, project management, technical and analytical skills

  • Experience in the pharmaceutical trade business, including order management and distribution operations, a plus

Last Date to Apply for Job: May 17th, 2020


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.

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Customer Service Support Analyst