Customer Service Representative (contract)

Customer Service Representative

Summary:

Pfizer is looking for a talented Customer Service Representative to join their team in Lake Forest, IL! The CSR will respond to internal and external inquiries via telephone, internet, and correspondence, providing exceptional service through all communication channels

Responsibilities:

• Respond to internal and external inquiries via telephone, internet, and correspondence, providing exceptional service through all communication channels
• Act as a liaison for customers, maintaining database records of customer profiles, preparing status reports, and addressing customer and sales force inquiries
• Possess comprehensive knowledge and skills in your area, understanding the impact of related areas, and maintaining a thorough understanding of company trade policies, SOPs, and business processes
• Take the initiative to connect with other projects, represent your department on cross-functional teams, and collaborate with management to improve business practices and procedures
• Proactively share knowledge and expertise with your work group, promoting teamwork, motivating others to achieve team objectives, and serving as a role model and mentor for less experienced colleagues
• Manage personal time, professional development, and workflow, assisting less-experienced colleagues, tracking resources, and providing detailed reports
• Work independently under general supervision, completing recurring assignments, establishing relationships with other processes, and referring only new or unusual problems to the supervisor
• Ensure work is periodically reviewed for soundness of judgment and adherence to guidelines, consistently exceeding accuracy targets and quality standards
• Monitor orders, claims, disputes, and financial transactions to ensure accurate and timely processing, partnering with customers, Deduction Specialists, and the credit department to resolve deductions
• Act as a triage point for external calls, assessing and redirecting them to appropriate stakeholders, and working collaboratively with internal teams, including customer service, credit collections, distribution, and key business leads

Qualifications:

• High School Diploma or GED with at least 2 years of experience
• Experience in sales, operations, and compliance
• Excellent customer service skills, supporting internal and external customers
• Excellent verbal and written communication skills with demonstrated telephone skills
• Proficient keyboard skills, including 10-key pad
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Bilingual Spanish (oral/written) - Preferred
• Call center experience
• Proficiency in using customer relationship management (CRM) software
• Experience with data analysis and reporting
• Technologically Proficient: Computer-savvy with the ability to quickly learn and adapt to new tools and systems.
• Working Knowledge of Microsoft Excel: Capable of using Excel for data entry, tracking, and basic analysis.
• Experience with SAP (or similar ERP systems): Familiarity with enterprise resource planning tools to support order processing, customer inquiries, or related tasks.
• Excellent interpersonal skills and the ability to build strong relationships with customers and colleagues
• Adaptability and flexibility in handling changing work environments and priorities
• Strong conflict resolution and negotiation skills
• Demonstrates consistent punctuality and dependability in a structured work environment
• Effectively manages multiple responsibilities and systems simultaneously while maintaining accuracy and efficiency
• Delivers high-quality support with professionalism, empathy, and clear communication across various customer interactions
• Comfortable working across several platforms to gather and input information efficiently

Location/Schedule:

• Monday - Friday; 40 hours per week
• This is a hybrid role in Lake Forest, IL; onsite 2.5 days per week

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.

This job posting is for a temporary role as an employee of Atrium on assignment at Pfizer. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.