ROLE SUMMARY
The Service Delivery Associate role is responsible for delivering on a culture of service excellence to clients through the provision of timely, high quality, value-added internal and external services. They are responsible for monitoring and providing support for the department's mailbox, addressing customer questions, administrative tasks, partnering with vendors, representing services internally to Pfizer stakeholder and overseeing operational metrics, driving continuous service delivery improvement, and defining the vision for program processes.
ROLE RESPONSIBILITIES
Service Delivery
- Provide support to predominantly operational activities
- Provide support to activities of medium operational criticality of services
- Provides support for customers for all records management needs including guidance, training and tools for archiving and retrieving physical (hard copy) and electronic records
- Provide quality review checks of data within our eRIM core systems
- Monitor and manage the eRIM mailbox to support customer inquiries
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Business Partner Relationship Management & Service Awareness
- Build fundamental knowledge and understanding of the standardized operating procedures for end-to end service delivery.
- Build an understanding of cross-functional engagement with departments such as legal, procurement, and IT, to ensure that vendor management processes are integrated with overall business processes.
Vendor Relationship Support
- Understand engagement with 3rd party vendors in the execution of customer-facing vendor operations relating to Records Management
- Support tracking of performance to ensure vendors are meeting agreed-upon service levels.
- Build an understanding of the vendor management policies and procedures.
- Contribute to tracking of vendor performance metrics such as on-time delivery, quality, and cost, and worked with vendors to continuously improve their performance.
- Escalate vendor issues or concerns appropriately through chain of command.
BASIC QUALIFICATIONS
- Bachelor's degree in Business, Computer Science, MIS, Operations & Supply Chain Management, or a related discipline; OR Associate's degree with four years of relevant experience; OR Six years of relevant experience with a high school diploma or equivalent
- Familiarity with Business support software, including Central Index of Company Records (CICR), Document Long Term Storage (DLTS), and ITIL disciplines
- Strong business operations acumen
- Highly detail oriented with an ability to produce high-quality, timely outcomes
- Flexible to changing priorities and comfortable in a fast-paced dynamic environment
- Strong stakeholder relationship building abilities, negotiation & influencing skills
- Ability to build training material across process flows and tools
Knowledge
- Knowledge of customer service skills including professionalism, reliability, speed of delivery, and responsiveness
- Vendor outsourcing and 3rd party management skills
- Basic knowledge of process flows and tools
- Knowledge of vendor performance metrics and associated service levels
- Basic understanding of vendor management policies and procedures
Other Job Details:
- Last Date to Apply for Job: October 9, 2024
- Work Location Assignment: Hybrid. Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business.
The annual base salary for this position ranges from $58,100.00 to $96,900.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 7.5% of the base salary. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.
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.
Legal Affairs
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