Trade Account Specialist
Pfizer, S.A. de C.V, Memphis, TN, United States
ROLE SUMMARY
The Customer 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 process for Pfizer pharmaceuticals and Oncology. The role reviews and releases all sales orders in SAP, works with external buyers to maintain high service levels, and resolves distribution related claims. The Specialist handles incoming calls and requests from customers requiring a detailed understanding of Pfizer’s trade policies, product line, financials around claims management, and the ability to apply complex business rules to achieve business objectives and compliance.
ROLE RESPONSIBILITIES
Perform assigned customer service tasks to ensure the highest quality of operational support for Pfizer’s trade accounts.
Collaboratively engage customers on order analysis, forecast adjustment, inventory levels, and cycle time delays.
Process EDI orders, review and resolve claims for shipping exceptions, provide order tracking through carriers, and perform deduction research/reconciliation.
Use the data warehouse and SAP’s Business Objects to review customer orders, analyze operational trends, and research customer reported issues.
Collaborate with internal resources including the customer operational analysis team overseeing the order management process for all branded accounts.
Participate in customer scorecarding processes and monthly operational alignment meetings with buyers, including possible customer site visits.
Proactively interact with Supply Chain on high-impact orders, the warehouse, and other internal stakeholders to resolve potential customer-facing issues.
Work with assigned buyers to identify and communicate relevant market data and competitive intelligence.
Research complex claims and collaborate with customers, deduction specialist, and credit department to resolve deductions such as DSA failures, shipping discrepancies, pricing, returns, etc.
Maintain a detailed working knowledge of Pfizer’s trade policies, SOPs and standard business processes and consistently apply that knowledge.
Represent Pfizer by providing exceptional customer service to a wide range of external customers and handle internal calls and emails professionally.
Assist both customers and CSR colleagues with escalated inquiries or problems to ensure prompt resolution.
Support special projects such as claims initiatives, collection efforts, and miscellaneous internal and external requests.
BASIC QUALIFICATIONS
Bachelor’s degree with 0+ years of experience; OR high school diploma (or equivalent) and 4+ years of relevant experience in call center functions, debit/credit resolution, deduction resolution and/or order processing.
Excellent verbal and written communication skills, with demonstrated telephone skills.
Strong interpersonal skills in a multi‑team environment.
Proficiency in Microsoft Office with a strong working knowledge of Excel.
PREFERRED QUALIFICATIONS
Experience in SAP ERP and Sales Order Management.
Experience working in the pharmaceutical industry.
Account management experience.
OTHER JOB DETAILS
Last Date to Apply: March 21, 2026
Work Location Assignment: Memphis GFS Site (Hybrid)
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 support each of life’s moments. Benefits include a 401(k) plan with Pfizer Matching Contributions, an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits such as medical, prescription drug, dental and vision coverage.
Relocation assistance may be available based on business needs and/or eligibility.
Lawful Disclosure Sunshine Act: Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws. If you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer, these expenses may be reportable under the Sunshine Act. Contact your Talent Acquisition representative for questions.
EEO & Employment Eligibility Pfizer is committed to equal opportunity in all employment. Pfizer complies with all applicable employment discrimination laws, requires work authorization, and is an E‑Verify employer. This position requires permanent work authorization in the United States.
For accessibility accommodations related to the application process or interview, contact disabilityrecruitment@pfizer.com. Requests for other reasons will not be returned.
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ROLE RESPONSIBILITIES
Perform assigned customer service tasks to ensure the highest quality of operational support for Pfizer’s trade accounts.
Collaboratively engage customers on order analysis, forecast adjustment, inventory levels, and cycle time delays.
Process EDI orders, review and resolve claims for shipping exceptions, provide order tracking through carriers, and perform deduction research/reconciliation.
Use the data warehouse and SAP’s Business Objects to review customer orders, analyze operational trends, and research customer reported issues.
Collaborate with internal resources including the customer operational analysis team overseeing the order management process for all branded accounts.
Participate in customer scorecarding processes and monthly operational alignment meetings with buyers, including possible customer site visits.
Proactively interact with Supply Chain on high-impact orders, the warehouse, and other internal stakeholders to resolve potential customer-facing issues.
Work with assigned buyers to identify and communicate relevant market data and competitive intelligence.
Research complex claims and collaborate with customers, deduction specialist, and credit department to resolve deductions such as DSA failures, shipping discrepancies, pricing, returns, etc.
Maintain a detailed working knowledge of Pfizer’s trade policies, SOPs and standard business processes and consistently apply that knowledge.
Represent Pfizer by providing exceptional customer service to a wide range of external customers and handle internal calls and emails professionally.
Assist both customers and CSR colleagues with escalated inquiries or problems to ensure prompt resolution.
Support special projects such as claims initiatives, collection efforts, and miscellaneous internal and external requests.
BASIC QUALIFICATIONS
Bachelor’s degree with 0+ years of experience; OR high school diploma (or equivalent) and 4+ years of relevant experience in call center functions, debit/credit resolution, deduction resolution and/or order processing.
Excellent verbal and written communication skills, with demonstrated telephone skills.
Strong interpersonal skills in a multi‑team environment.
Proficiency in Microsoft Office with a strong working knowledge of Excel.
PREFERRED QUALIFICATIONS
Experience in SAP ERP and Sales Order Management.
Experience working in the pharmaceutical industry.
Account management experience.
OTHER JOB DETAILS
Last Date to Apply: March 21, 2026
Work Location Assignment: Memphis GFS Site (Hybrid)
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 support each of life’s moments. Benefits include a 401(k) plan with Pfizer Matching Contributions, an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits such as medical, prescription drug, dental and vision coverage.
Relocation assistance may be available based on business needs and/or eligibility.
Lawful Disclosure Sunshine Act: Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws. If you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer, these expenses may be reportable under the Sunshine Act. Contact your Talent Acquisition representative for questions.
EEO & Employment Eligibility Pfizer is committed to equal opportunity in all employment. Pfizer complies with all applicable employment discrimination laws, requires work authorization, and is an E‑Verify employer. This position requires permanent work authorization in the United States.
For accessibility accommodations related to the application process or interview, contact disabilityrecruitment@pfizer.com. Requests for other reasons will not be returned.
#J-18808-Ljbffr