Pfizer · 2 hours ago
Customer Service Support Coordinator
United States - Tennessee - Memphis
Full-time
Hybrid
Entry, Mid Level
$79K/yr - $128K/yr
2+ years expPfizer is a leading pharmaceutical company seeking a Customer Service Support Coordinator to provide support services for the Memphis Customer Service team. The role involves improving operational efficiency, managing small to mid-size projects, and ensuring high-quality customer service.
BiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine
No H1B
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
Qualification
Required
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
Preferred
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
Benefits
401(k) plan with Pfizer Matching Contributions
Additional Pfizer Retirement Savings Contribution
Paid vacation
Holiday and personal days
Paid caregiver/parental and medical leave
Health benefits to include medical, prescription drug, dental and vision coverage
Company
Pfizer
Pfizer is a biopharmaceutical company that discovers, develops, and delivers medicines and vaccines.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$38BKey Investors
Starboard Value
2025-11-21Post Ipo Debt· $6B
2024-10-07Post Ipo Equity· $1B
2023-05-16Post Ipo Debt· $31B
Leadership Team
Albert Bourla
Chief Executive Officer
Ian Read
Chief Executive Officer
Recent News
Springfield Business Journal
2026-02-04
Morningstar.com
2026-02-03
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