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Customer Care Administrator


Pleasant Prairie, WI 53158
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Job Details


+ The Customer Service Representative is responsible for order entry and processing transactions for customers located in the United States, Guam and Puerto Rico. The Customer Service team consists of a call center which handles a high amount of inbound and outbound phone calls and e-mails per year. Additionally, the Customer Service Representative creates a multitude of transactions in SAP, as well as utilizing other resources (e.g. Excel, Business Intelligence, Prime, Electronic Data Interchange (EDI)). These transactions include orders, return authorizations, order reviews for completion, and financial transactions, which directly impact profitability and compliance to Sarbanes Oxley (SOX). Other transactions, such as claims and disputes, allow Pfizer to track and trend issues impacting customers. The Customer Service Representative is also the primary contact for the Pfizer field sales team and other internal departments, and is responsible for researching issues and answering questions.


This position is located in Pleasant Prairie, WI; local candidates only.

+ Dependable and available for customers;

+ Provide excellent service through all channels of communication (e.g. phone, e-mail, computer, verbal and non-verbal);

+ Accurately and efficiently process customer orders and subsequent transactions into SAP and systems;

+ Monitor orders, claims, disputes, and associated financial transactions to ensure prompt and accurate processing;

+ Maintain and demonstrate a working knowledge of products, Pfizer Terms of Sale, SAP and Customer Service processes and procedures;

+ Consistently exceed work accuracy targets according to quality standards for the assigned area;

+ Use problem solving skills to handle customer issues;

+ Interact with internal customers to ensure excellent service to external customers;

+ Work independently with limited direction from manager;

+ Act as a role model, mentor, and subject matter expert for less experienced Customer Service Representatives;

+ Complete project work as assigned;

+ Participate in a rotation of 24-hour, on-call emergency support, including after-hours, holidays, and weekends.


+ Having a "How can I help?", upbeat and positive attitude on a daily basis

+ Being an efficient leader and team player

+ Ability to multi-task

+ Benchmarking against industry standards

+ Providing accurate information through use of all communication channels such as phone, e-mail, etc.

+ Attention to detail, accountable and compliant with company requirements and best practices

+ Dedication to quickly respond to the changing needs of the business; being flexible and open to change

+ Demonstrate verbal and written communication skills through use of all communication channels (e-mail, phone, in-person, etc.) in a call center environment;

+ Demonstrate ability to meet or exceed quality standards

+ Proficient keyboard skills, including 10-key pad

+ Computer and technologically savvy

Minimum: type of experience

+ Customer Service 1 - 3 years

+ Retail or Phone Sales 0 - 2 years

+ Operations 0 - 2 years

+ Total combined minimum years' experience required 0 - 3 years.


+ Experience with SAP is desirable.

+ Additional experience in sales, operations, and compliance are beneficial.

+ Previous call center experience is desirable

This position requires an individual to remain in their immediate work area, in most cases, connected to the phone. Calls are systematically routed to administrators so the individual must be able to multi-task to maintain acceptable work queues. This position requires significant concentration and attention to detail.

**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.

**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.

**Other Job Details:**

+ **Last Date to Apply for Job: 4/12/18**

+ Eligible for Employee Referral Bonus

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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