Pfizer
United States - Tennessee - Memphis
The Trade Account Specialist is the positive Pfizer face to Pfizer’s Trade customers which include wholesalers, pharmacies and healthcare providers. This position supports the day-to-day Sales Order Management while executing brand and supply strategies through proactive inventory analysis, Insight inventory reviews, and collaborative planning with Pfizer’s largest U.S. wholesale customers. This role works closely with internal supply chain and commercial stakeholders to align customer inventory positions with brand objectives, forecast demand, and mitigate supply risk, while ensuring compliance with trade policies and regulatory requirements.
Position handles incoming calls and requests from customers which require the colleague to have a detailed understanding of Pfizer’s trade policies, a strong working knowledge of Pfizer’s product line, possess sound decision making and have a solid understanding of financials around claims management. Position requires self-direction and the ability to apply complex business rules to achieve business objectives and compliance with internal controls. Position plays a critical role in DSCSA compliance by promptly resolving transaction data exceptions, and preventing product quarantines, returns, and supply disruptions for customers. This role works cross‑functionally to manage complex access rules, eligibility verification, and exceptions for select oncology products, ensuring compliant distribution and uninterrupted customer access.
Conducts all activities and makes decisions that are in accordance with Company policies & SOPs, Pfizer Values, FDA & global regulatory guidelines (including cGMP/cGLP/cGCP), environmental guidelines, as appropriate, etc.
This customer facing position provides dedicated support to Pfizer’s major Trade account base (primarily wholesalers and specialty pharmacies), which include the following responsibilities:
Perform assigned customer service tasks to ensure the highest quality of operational support for Pfizer’s major trade accounts.
Collaboratively engage customers on order analysis, forecast adjustment, inventory levels, and cycle time delays.
Sales Order Management (SOM) transactional responsibilities include processing orders via EDI, or email, processing claims for shipping exceptions, providing order tracking through carriers, and perform deduction research/reconciliation as necessary.
Extensive use of Tableau Order Management, SAP, and SAP’s Business Objects application to analyze operational trends, customer inventory positions, and order patterns to provide actionable insights and recommendations to Supply Chain, Customer Operations, and commercial stakeholders.
Monitor and address DHL OTM shipment delays and planning issues involving complex shipping and financial requirements unique to this team. Work collaboratively with internal resources, including the customer operational analysis team that have responsibility overseeing the order management process for all accounts.
Represent Pfizer in ongoing operational discussions with wholesalers, including Insight reviews, scorecard performance, and inventory risk mitigation.
Proactively interact with Supply chain (on high impact orders), the warehouse (on shipping exceptions) as well as other internal stakeholders (deployment, Transportation, etc ) to quickly resolve potential customer-facing issues.
Serve as the primary operational relationship manager for assigned wholesale customers, partnering with buyers to align inventory levels, order flow, and service performance with Pfizer’s supply and brand objectives.
Research complex claims. Work collaboratively with customers, deduction specialist and the national account director to assist with the resolution of deductions which include, but not limited to, DSA failure to supply, shipping discrepancies, damages and pricing.
Maintains a detailed working knowledge of Pfizer’s trade policies, SOP’s and standard business processes and consistently applies that knowledge to daily operational tasks. Proactively work with management to address exception situations.
Positively represent Pfizer by providing exceptional customer service to a wide range of external customers including consumers, pharmaceutical buyers, and medical professionals. Handles both internal and 800 calls as well as email correspondence in a professional and punctual manner. Communicates policy and has a strong working knowledge of Pfizer’s product line.
Team player to include:
Excellent communicator. Provides operational assistance to customers and internal clients that supports the attainment of business objectives.
Assist both customers and CSR colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution =
Support special projects assigned including creating training materials, and working on miscellaneous internal and external requests
Successfully operate in a collaborative team environment, ensuring individual/team metrics, & working to improve quality while maintaining respect for people
Collaborate with management team to examine practices and procedures as part of a continuous business improvement effort.
Supports Sarbanes Oxley by adhering to the internal controls.
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Functional/Technical skills:
#LI-PFE
The salary for this position ranges from $22.25 to $37.09 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies. 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 only to the United States - Tennessee - Memphis location.
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.
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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.
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