This position is responsible for representing Pfizer in a positive manner by providing exceptional customer service to a wide range of internal and external customers including consumers, pharmaceutical buyers, medical professionals, and 3rd party vendors. Works collaboratively with internal departments including Distribution/Logistics, Finance, Trade, Starters, Field Force, Rx Pathways/Philanthropy, Product Quality Complaints, Commercial Leads/Contract Manufacturing, Service Material Ops Leads and other internal & specialty accounts. Communicates policy and has a working knowledge of Pfizer's product line. Maintains a detailed working knowledge of Pfizer's trade policies, SOP's and standard business processes. Provides operational assistance to customers & internal clients who support the attainment of business objectives.
Perform assigned customer service tasks to ensure the highest quality of operational support for Pfizer's Special Programs internal and external customers.
Positively represent Pfizer by providing exceptional customer service to a wide range of external customers including consumers, pharmaceutical buyers, medical professionals and 3rd party contractors supporting Pfizer's Special Programs.
Maintain a detailed working knowledge of Pfizer's trade policies, SOP's and standard business processes and consistently apply to daily operational tasks. Proactively work with management to address exception situations.
Handle calls from multiple 800 #'s. Communicate policy and have a working knowledge of Pfizer's product line and SOPs.
Account responsibilities: Dedicated support for Special Programs which includes Philanthropy/Pfizer RxPathways, Product Quality Complaints, Contract Manufacturing, Starters, Corporate No Charge Orders for sales/marketing/quality, etc. and Service Material Operations.
Sales Order Management (SOM) transactional responsibilities include processing orders for multiple sales organizations via EDI, email, or fax; research/resolve inbound/outbound iDOC errors; process claims for Overages/Shortages/Damages; provide order tracking through carriers; process financial adjustments based on deduction research findings and Pfizer policies; process financial adjustments/replacement orders based on Pfizer policies for Product Quality Complaints.
Collaboratively engage customers on order processing issues, inventory levels and cycle time delays.
Work collaboratively with the Trade Replenishment Specialists and others as appropriate to monitor product availability, and allocations ensuring customer order fulfillment expectations are met.
Collaboratively engage the various groups/departments operating Pfizer's Special Programs such as RxPathways/Philanthropy, Product Quality Complaints, Commercial Leads, Contract Manufacturing Leads, Service Material Operational Leads, Starters/Samples Leads and other internal/specialty accounts as well as external contacts for these SOM activities.
Frequently interact with key stakeholders on supply issues and set up of new contract manufacturing relationship requirements for order fulfillment and invoicing.
Frequently interact with and support key internal business stakeholders on operational needs and high impact orders such as contract manufacturing orders requiring knowledge of appropriate legal entity flow, financial flow, and inventory flow to ensure accurate and timely invoicing of orders under the contract manufacturing agreements.
Collaborate with internal administrative teams such as Contracts and CIG Admin ensuring account updates, pricing updates, DEA/state license updates are obtained, billing and shipping address updates are processed, and manual pricing, material additions, material determination changes are processed in a timely fashion to ensure no delays to customer orders.
Understand and support the unique needs of the various Special Programs within Pfizer.
Serve as liaison and customer support for Product Quality Complaints requiring processing replacement order(s), returns and financial adjustments.
Serve as liaison between Healthcare Providers and Starter Operations by providing outbound shipment call follow up with Healthcare Provider offices and trace reporting in support of Starters/DEA regulatory requirements ensuring accurate final disposition of controlled substance Samples/Starters.
Serve as liaison and customer support for current/future Pfizer online tools established for customer use i.e. PRIME, TraceLink.
Work collaboratively with 3rd party return vendors to research and resolve return and recall related discrepancies and process issues.
Provide operational assistance to customers and internal clients who support the attainment of business objectives.
Support Sarbanes Oxley (SOX) by adhering to the internal controls. Organize, create and maintain accurate and complete files.
Handle routine telephone/email correspondence with customers and colleagues in a professional and punctual manner.
High school diploma and 5-7 years of professional customer service experience (to include call center functions, understanding of debits/credits, deduction resolution and order processing) is required.
Proficiency in Windows 8 and Microsoft Office 2010 (working knowledge of Excel a plus)
Excellent verbal and written communication skills with demonstrated telephone skills a must.
Strong analytical skills a must.
Ability to handle multiple tasks and deadlines in a timely and organized manner.
Strong interpersonal skills in a multi-team environment required.
Light lifting 15-25 lbs in general office environment
Sitting/Standing at desk for long periods
Ability to perform mathematical calculations
Ability to perform complex data analysis
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 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.
Other Job Details:
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.