Customer Service Support Coordinator

Pfizer • Memphis, TN

19h • Hybrid

About The Position

The Customer Service Support Coordinator is responsible for providing support services for the Memphis Customer Service team to advance small to mid-size projects, improve operational efficiency, and ensure high quality customer service. The position does not have direct reports, but strong team-based leadership skills are required. This position supports the strategy of the department and will work closely with the Manager, Customer Service, providing back up to this position as needed. The position requires technical acumen, analytical skills, strong project management capabilities, and a good understanding of order to cash processes and activities. This individual will work cross functionally with Customer Service, Distribution, Digital (IT), Supply Chain, Finance, and Transportation. The position will report directly to the Sr. Manager, Customer Service.

Requirements

• Applicants must have a bachelor’s degree with 2+ years of relevant experience OR a master’s degree OR an associate's degree with 6+ years of experience or a High School Diploma with 8+ years of experience.
• Relevant experience in a Customer Service, SAP, or Order to Cash environment required
• Extensive experience with SAP ECC Order to Cash to effectively communicate the business requirements to technical teams for issue resolution, new projects and/or improvement enhancements for Customer Service.
• Excellent communication, problem-solving, and analytical skills
• Strong organization and project management skills
• Experience with reporting systems, such as SAP Business Intelligence System enhancement project management
• Exposure and understanding of common Electronic Data Interchange (EDI) transactions

Nice To Haves

• Bachelor’s degree preferred
• Experience in the pharmaceutical trade business, including order management and distribution operations a plus.
• 3+ years of experience in a Customer Service, SAP, or Order to Cash environment.

Responsibilities

• Assist management in championing continuous improvement efforts, identifying process improvements which may result in cost reductions, increased quality, efficiency, and improved customer satisfaction.
• Assist the management team in the support and implementation of these process improvement initiatives (small to mid-size projects), acting as an agent to drive constructive change within the department.
• Lead SAP enhancements for the Memphis CS team, leading requirements definition and User Acceptance Testing.
• Memphis Site lead for: Trade Operations Knowledge Management (iKnow) content development, InContact phone system support, and Prime (Pfizer’s online ordering system).
• Assist Customer Service (CS) management on research and issue resolution for customer requests/inquiries including complaints, product information, discrepancies, deductions and logistics issues.
• Provide daily operational support for CS which includes creating/monitoring Business Objects (BOBJ) broadcast reports, addressing order release/shipping delays, and other activities as directed by management.
• Responsible for reviewing/releasing all financial adjustments within the Memphis Brand team to ensure financial controls and compliance with SOX guidelines.
• Monitor SAP C4C Pfizer Assist (email management tool) to ensure compliance and goals are met and that failures are raised to management and addressed with CS Specialists.
• Responsible for managing attendance for the Memphis OTE colleagues via inContact/Workforce Management. Ensures adherence to policy.
• Provide backup services for Manager, Customer Service, coordinating with stakeholders to ensure operational execution is aligned with business expectations.
• Assist both customers and CS colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution.
• Support Business Continuity requirements, coordinating the setup of mobile agents at alternative sites, sourcing equipment, providing training and direction to mobile agents.

Benefits

• this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 7,5% 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level