Role Summary

• The Customer Service Operations Analyst provides dedicated operational, coaching, and analytical support for the Global Hospital & Biosimilars (GH&B) Customer Service organization and reports directly to the Customer Service Director. This role strengthens execution at the point of service by reinforcing policies and quality standards in real time, improving consistency across teams, reducing rework and variability, and helping protect the customer experience. The position does not have direct reports, but requires strong team-based leadership, frontline coaching, change management, and decision-enablement capabilities to support day-to-day stability, leadership sustainability, and continuous improvement. This role helps manage the performance across three Customer Service teams through coaching, and ongoing assessment, and recognizes the need for development in others. The operations analyst will partner closely with Customer Service leadership to surface real-time trends, identify recurring issues and root causes, support proactive interventions, and enable managers to focus on strategic priorities, colleague development, and long-term operational improvements. The role requires technical acumen, analytical skills, strong project management capability, ability to upward influence, and a strong understanding of SAP order-to-cash processes, GH&B customer needs, supply programs, field/customer support requirements, and cross-functional execution.  This role provides technical and functional guidance to team members, aiding in problem-solving and managing their development through training programs.
• This role partners cross-functionally with Customer Service, Portfolio, Distribution, Digital/IT, Supply Chain, Finance, Transportation, Trade Operations, USMA, Quality, field-based colleagues, and external stakeholders to drive operational excellence and customer success. The individual will also champion AI integration initiatives within the Customer Service organization, helping identify opportunities to enhance efficiency, insights, and service delivery. In addition, the position supports quality monitoring and continuous improvement efforts across a high-volume business portfolio, encompassing approximately 13,000 calls, 36,000 emails, and 60,000 orders annually, representing $1.7B in revenue.

What You Will Achieve

In this role, you will:

• Serve as an on-the-floor extension of Customer Service leadership for GH&B, reinforcing expectations, priorities, policies, and quality standards in real time to improve consistency, reduce rework and variability, and build customer trust and confidence.
• Provide frontline coaching, training, onboarding, peer training, and cross-training support to strengthen team capability, reinforce best practices across all teams, create a more consistent training experience for newer colleagues, support succession planning, and promote engagement, morale, and retention through accessible leadership.
• Manage daily operational coverage, priorities, and unexpected challenges to maintain operational stability, support service levels and order processing, and guide colleagues through complex or sensitive customer and employee situations.
• Monitor real-time customer and operational trends across inbound/outbound calls, emails, order activity, disputes, disposition field tracking, and repeat customer call rework; synthesize frontline feedback and actionable insights for leadership so trends are surfaced in real time rather than through delayed monthly or year-end reviews.
• Identify recurring issues and root causes, champion continuous improvement opportunities, and support proactive process, system, and quality improvements with the goal of reducing repeat operational issues, improving cross-team consistency, and enabling proactive intervention across teams.
• Establish and track operational and organizational health baselines and success measures, including service level improvement, orders processed, order/dispute error counts, disposition field tracking, repeat operational issue reduction, leadership/engagement survey dimensions, and routine manager escalation reduction.
• Support SAP and related system enhancements for GH&B Customer Service, including requirements definition, issue resolution, User Acceptance Testing (UAT), change adoption, and translation of leadership direction into day-to-day execution.
• Serve as a GH&B Customer Service subject matter support for Knowledge Management (iKnow) content, inContact phone system support, Prime, SAP C4C Pfizer Assist/email management, Business Objects reporting, Celonis/Fiori reporting, and other tools that support service execution and operational visibility.
• Support Customer Service management and colleagues by researching, troubleshooting, and resolving customer requests and inquiries,including complaints, product information, discrepancies, deductions, logistics issues, order release delays, and shipping delays.
• Review and release financial adjustments to maintain financial controls and ensure compliance with SOX guidelines; manage OTE attendance and adherence using inContact/Workforce Management as directed by management.
• Provide backup support for the Manager/Sr. Manager, Customer Service, including real-time escalation triage, business continuity coordination during system, telecom, or staffing disruptions, stakeholder follow-up, and shared accountability for issue resolution, with the objective of reducing routine manager escalations and increasing manager capacity for strategic and developmental focus.

Here Is What You Need (Minimum 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.
• Effective communication, problem-solving, organizational, project management, and change management skills, including the ability to guide colleagues through complex or sensitive customer and employee situations.
• People management experience preferred

Bonus Points If You Have (Preferred Requirements)

• Strong analytical and problem-solving skills
• Ability to work effectively in a team environment
• Excellent organizational and time management skills
• Strong attention to detail
• Ability to handle multiple tasks and prioritize effectively
• Strong interpersonal skills and the ability to build relationships with stakeholders
• Proactive and self-motivated with a commitment to continuous improvement
• Experience using common AI tools, including generative technologies such as Microsoft Copilot, to support problem solving and enhance productivity. Demonstrated curiosity for exploring how these tools can improve outcomes and understanding of responsible AI practices, includingrisk management and ethical use.

PHYSICAL/MENTAL REQUIREMENTS

• Ability to interpret operational data, perform complex analysis, prioritize multiple time-sensitive issues, synthesize trends and root causes, and make sound recommendations while supporting real-time escalations and issue resolution.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• No routine non-standard work schedule is expected. The role may support time-sensitive operational needs, escalations, or business continuity coordination during system, telecom, staffing, workload, or customer-impacting disruptions as directed by management.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.