- Location
- USA - IL - Lake Forest H1 - Hospira, United States of America · United States - Tennessee - Memphis · United States - Pennsylvania - Collegeville
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Mid
- Experience
- 3+ years
- Education
- Master
- Closing date
- Today
- Source
- Workday
Description
WHY PATIENTS NEED YOU
The Customer Service Support Analyst provides operational, analytical, and training support to the U.S. Customer Service organization.
WHAT YOU WILL ACHIEVE
The role supports quality monitoring, onboarding and training, reporting, and documentation while following established processes to promote consistency, compliance, and service quality across the Order to Cash (O2C) process.
HOW YOU WILL ACHIEVE IT
- Support Customer Service quality monitoring activities, including reviewing customer interactions, documenting results, and identifying opportunities for improvement.
- Assist with training coordination, tracking, and materials to support colleague development, compliance, and operational readiness.
- Prepare and maintain operational reporting and analysis related to quality, service performance, training, and other Customer Service activities.
- Support compliance, audit, financial control, and SOX-related activities, including documentation and record maintenance.
- Assist with maintaining SOPs, job aids, reference materials, and other operational documentation as processes, systems, or requirements evolve.
- Participate in continuous improvement initiatives by providing analysis, observations, and recommendations that support efficient and consistent Customer Service operations.
- Collaborate with Customer Service leadership, colleagues, and cross-functional partners to support operational priorities, projects, and team initiatives.
- Maintain awareness of changes to Customer Service processes, systems, policies, and quality standards and apply updates as appropriate.
QUALIFICATIONS
Must-Have
- Applicant must have a bachelor's degree with at least 3+ years of experience.
- Experience in a Customer Service or healthcare environment.
- Proactive and self-motivated with a commitment to continuous improvement.
- Good knowledge of MS 365 Office.
Nice-to-Have
- Master's degree with more than 1+ year of experience; OR an associate's degree with 6+ years of experience; OR a high school diploma (or equivalent) and 8+ years of relevant experience.
Candidate demonstrates a breadth of diverse capabilities including: the ability to collaborate with peers, coach others, and guide the work of internal and external stakeholders to achieve meaningful outcomes and create business impact.
PHYSICAL/MENTAL REQUIREMENTS
- Work performed in an office/desk environment.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- This role requires a standard work schedule.
- Work Location Assignment: Flexible
OTHER JOB DETAILS
- Last Date to Apply for Job: November 30, 2026
- Additional Location Information: PA – Collegeville, TN - Memphis
- Eligible for Relocation Package – NO
- Secondment 6 months
- If you are currently in a driving position with a fleet vehicle and this secondment does not require driving as an essential function of the position for 12 months or longer, you will be required to turn in your fleet vehicle for the duration of the non-driving secondment. Please refer to the Fleet Policy and Procedures document for more information.
- There will be no change to your current work location.
- Position is considered Flexible, and colleagues are expected to comply with Log In For Your Day (LIFYD) requirements at site location (e.g. about 2.5 days a week in office).
- Note: This secondment offers a valuable opportunity for professional growth. It will need to be funded by the secondee’s home market.
This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.
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 [email protected]. 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.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
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