ROLE SUMMARY

This position is responsible for providing coordination and support across the Trade Operations team to advance projects, improve operational efficiency, and ensure high quality customer service. The responsibilities will have a heavy emphasis on telecommunications support, PRIME (online ordering tool) support, project management, reporting and analysis, continuous improvement efforts and Trade communication.  This position supports the strategy of the department and works with the management team, commercial business units and technology support teams. The position generally does not have direct reports, but strong team-based leadership skills are required.

ROLE RESPONSIBILITIES

Supports the call center telephony suite from a business perspective.  Including the following: Work force management, telecommunications and quality monitoring program, speech analytics, call routing, as well as call reporting and statistics/metric reporting.  Partner with Customer Service Site leads, Business Technology, Telecom department/Help Desk to resolve issues and support solutions and new initiatives for three customer service sites. 

Championing continuous improvement efforts.  Works to achieve optimized processes and operations as demonstrated by analysis.  Identify areas which may result in cost reductions, increase quality, and improve customer loyalty. Assist the management team in the support and implementation of these improvements and be an agent to help drive change in the department

Support business processes and objectives around managing new product introductions as well as product supply disruptions.

Participate/Lead testing, develop support documentation, and conduct training/demonstration sessions for new technology implementations including but not limited to telephony, PRIME and knowledge management system enhancements.

Participate/design and develop communications and scripting for internal Customer Service personnel. Partners with other teams to understand business needs, gather accurate information, and determine appropriate communication requirements, audience, and method.  Build presentations for knowledge sharing sessions with other functions.

Perform operational support for Customer Service. Create reporting to monitor the effectiveness of the organization by determining operational metrics and reporting for service performance.  Perform strategic operation analysis, identifying performance trends and scanning business/industry trends.  Identify, distinguish, and analyze multiple business components of a problem and then make conclusions using high level quantitative skills.  Share information with key stakeholders on an ongoing basis.  Provide Consult with supervisors and managers to determine ways to measure performance as a department overall and for Customer Service associates

Support timely resolution of PRIME user questions, incorporating expert communication skills to assure the highest level of customer service. Recommend ongoing improvements to sites via information obtained through customer interaction. Assist in website maintenance/new releases to ensure it’s fully functional, accurate, timely and relevant.  Assist in testing and validating new enhancements to comply with issues or new business requests. Resolve requests for online support, via incoming phone calls and through email customer support mailboxes. Serve as a resource to the CSR team as a second level expert (SME) for PRIME. Respond to questions related to content, processes (UI flow), functionality and access procedures for both sites (GS/TRADE).

BASIC QUALIFICATIONS

Applicants must have a bachelor's degree with 2+ years of experience; OR an associate’s degree with 6+ years of experience; OR a high school diploma (or equivalent) and 8+ years of relevant technical experience in a customer service environment. Customer service telecommunication platform (work force management) and/or online support experience.

Strong analytical, project management, critical thinking, and excellent communications skills.

PREFERRED QUALIFICATIONS

Logistics or Customer Service operations experience in the pharmaceutical industry a plus.

Bachelor’s Degree

4+years’ technical experience in a customer service environment.  

Speech analytics from a business perspective and SAP experience preferred.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Flexible working beyond business hours for project implementations or to meet business needs.

OTHER JOB DETAILS:

Last Date to Apply for Job: March 10th, 2026

Work Location Assignment: Collegeville PA Site (Hybrid)

The annual base salary for this position ranges from $82 700,00 to $133 900,00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 10,0% of the base salary. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

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.  This position requires permanent work authorization in the United States.

Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email disabilityrecruitment@pfizer.com. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

Continuous Imprv and Proj Mgmt