Customer Service Operations Analyst

The Customer Service Operations Analyst provides operational, coaching, and analytical support for the Global Hospital & Biosimilars (GH&B) Customer Service organization, strengthening execution at the point of service, improving consistency across teams, and helping protect the customer experience.

What You Will Do

In this role, you will serve as an on-the-floor extension of Customer Service leadership, reinforce expectations, priorities, policies, and quality standards in real time, and provide frontline coaching, training, onboarding, peer training, and cross-training support to strengthen team capability.

Why It Might Be a Fit

This role requires strong analytical and problem-solving skills, ability to work effectively in a team environment, and excellent organizational and time management skills, with a commitment to continuous improvement.

Requirements

• High school diploma (or equivalent) with 6+ years of experience or associate’s degree with 4+ years of experience or BA/BS with 2+ years of experience or MBA/MS with any years of relevant experience
• Comprehensive knowledge of the GH&B Customer Service support structure, including Order-to-Cash processes, customer and field support activities, order management, distribution operations, supply programs, and collaboration with key business partners to support operational excellence and customer satisfaction
• Strong working knowledge of SAP ECC Order-to-Cash processes, with the ability to translate business requirements for technical teams to support issue resolution, system enhancements, new projects, User Acceptance Testing (UAT), and continuous improvement
• Strong understanding of customer service operations, call/email workflows, order release, shipping delay management, financial adjustments, deductions/disputes, logistics issue resolution, and quality standards that impact customer experience
• Experience using operational reporting and workflow tools such as Business Objects, SAP, Fiori, inContact/Workforce Management, Prime, iKnow, and SAP C4C Pfizer Assist/email management tools
• Proven analytical capability, including ability to monitor real-time trends, identify recurring issues and root causes, track service level/order/error/disposition metrics, synthesize frontline feedback, and convert insights into actionable leadership recommendations
• Demonstrated ability to coach, train, onboard, cross-train, and influence peers in a frontline operational environment; ability to reinforce expectations, enable consistent peer training and quality practices across teams, and support change adoption without direct reporting authority

Benefits

• 401(k) plan with Pfizer Matching Contributions
• Paid vacation, holiday and personal days
• Paid caregiver/parental and medical leave
• Health benefits to include medical, prescription drug, dental and vision coverage