Trade Account Specialist

Pfizer • Memphis, TN

11d • $22 - $37 • Hybrid

About The Position

The Trade Account Specialist serves as a customer-facing representative for Pfizer’s trade customers, including wholesalers, pharmacies, specialty pharmacies, and healthcare providers. The role supports day-to-day Sales Order Management and executes brand and supply strategies through proactive inventory analysis, Insight inventory reviews, and collaborative planning with major U.S. wholesale customers. It works with internal supply chain and commercial stakeholders to align customer inventory with brand objectives, forecast demand, mitigate supply risk, and comply with trade policies and regulatory requirements.

The position handles customer calls and requests, requiring detailed knowledge of Pfizer trade policies and products, sound decision-making, and an understanding of financial claims management. It applies complex business rules and internal controls, supports DSCSA compliance by resolving transaction-data exceptions, and helps prevent product quarantines, returns, and supply disruptions. The role also coordinates access rules, eligibility verification, and exceptions for select oncology products to support compliant distribution and uninterrupted customer access.

The specialist conducts activities and makes decisions in accordance with company policies and SOPs, Pfizer Values, FDA and global regulatory guidelines (including cGMP/cGLP/cGCP), and applicable environmental guidelines. The position is hybrid and requires working two to three days per week at Pfizer’s TN - Memphis GFS site. The role is not eligible for a relocation package.

Requirements

• A bachelor’s degree with 0 or more years of experience, or a high school diploma (or equivalent) with 4 or more years of relevant customer service or account management experience.
• Ability to influence and collaborate with peers, develop and coach others, and oversee and guide colleagues’ work to achieve meaningful outcomes and business impact.
• Ability to translate inventory data and customer insights into supply and brand execution recommendations.
• Familiarity with SAP Business Objects and the ability to execute and customize reports.
• Excel experience, including use of Excel functions.
• Business acumen.
• Accountability, anticipation of customer needs, and ability to lead change.
• Innovative thinking, analytical skills, and strong problem-solving skills.
• Commitment to personal growth.
• Permanent work authorization in the United States; U.S. work visa sponsorship is not available.

Nice To Haves

• SAP subject matter expertise in Order Management.

Responsibilities

• Conduct Insight inventory reviews with assigned wholesale customers to assess inventory health, identify demand risks, and support Pfizer brand and supply strategies.
• Partner with customers and internal stakeholders to recommend actions that optimize product availability and service levels.
• Perform customer service tasks that provide operational support to Pfizer’s major trade accounts.
• Engage customers on order analysis, forecast adjustments, inventory levels, and cycle-time delays.
• Process sales orders through EDI or email, process claims for shipping exceptions, provide carrier order tracking, and conduct deduction research and reconciliation as needed.
• Use Tableau Order Management, SAP, and SAP Business Objects to analyze operational trends, customer inventory positions, and order patterns, and provide actionable insights to supply chain, customer operations, and commercial stakeholders.
• Monitor and address DHL OTM shipment delays and planning issues involving the team’s complex shipping and financial requirements.
• Collaborate with internal resources, including the customer operational analysis team responsible for overseeing order management for all accounts.
• Represent Pfizer in operational discussions with wholesalers, including Insight reviews, scorecard performance, and inventory risk mitigation.
• Coordinate with supply chain on high-impact orders, warehouses on shipping exceptions, and other internal stakeholders such as deployment and transportation teams to resolve 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 and collaborate with customers, deduction specialists, and national account directors to resolve deductions, including DSA failure-to-supply, shipping discrepancies, damages, and pricing issues.
• Maintain detailed working knowledge of Pfizer trade policies, SOPs, and standard business processes, apply them to daily work, and work with management on exception situations.
• Provide professional, punctual customer service to external customers, including consumers, pharmaceutical buyers, and medical professionals, and respond to internal and 800 calls and email correspondence.
• Assist customers and CSR colleagues with escalated inquiries or problems to support prompt resolution.
• Support special projects, including creating training materials and responding to miscellaneous internal and external requests.
• Work collaboratively to meet individual and team metrics, improve quality, and maintain respect for people.
• Collaborate with management to examine practices and procedures as part of continuous business improvement.
• Adhere to internal controls in support of Sarbanes-Oxley.

Benefits

• 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.
• Medical, prescription drug, dental, and vision coverage.
• Eligibility for overtime, weekend, holiday, and other pay premiums depending on work schedule and company policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level