Job Details
**customer service representative (Contract)**
Memphis, TN, United States Contract (5 months 26 days) Published 14 days ago Microsoft Office order handling customer care Telephone Answering Customer assistance SAP Order Processing Customer Service Call Center order management **Customer Service Representative - 10 roles available!**
This will be remote until restrictions are lifted, Candidates will need to be close to Lake Forest, IL or Memphis, TN location
**SUMMARY:**
As the initial point of contact, the Customer Service Representative serves as the face of Pfizer to our vaccine customers, including but not limited to health care professionals, home health facilities, retail pharmacies, 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 and emails.
* Remain available to answer incoming calls and respond to emails at a rate consistent with metrics set by customer service management team
* Maintain a detailed working knowledge of Pfizer BioNtech COVID19 vaccine product/process information, Pfizer trade policies, SOPs, and standard business processes in order to respond to customer inquiries, and product-specific order handling guidelines
* Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
* Support Sarbanes Oxley by adhering to internal controls
* Redirect callers who require assistance from other departments
* Complete all assigned training
* Participate in special projects as assigned
**QUALIFICATIONS:**
* Bachelors degree preferred or high school diploma with a minimum of 2+ years customer service experience
* Ability to always remain professional and courteous with customers
* 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
**NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS:**
* Call center operations is 8:00am-8:00pm
* Shift being posted is for multiple shifts (will be provided)
* Shift is subject to change based on business needs
* During training, work schedule will be 9:00am-5:00pm
* Flexibility in work schedule and coverage of additional hours if needed
**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.**