Trade Account Specialist

Customer Account Specialist

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 the following US businesses : Pfizer pharmaceuticals and Oncology. This role works collaboratively with internal stakeholders to review and release all sales orders in SAP, proactively works with external buyers to maintain high service levels for Pfizer's product line, and works to quickly resolve any distribution related claims. Position handles incoming calls and request 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 a have 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.

Role Responsibilities

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 EDI orders, process claims for shipping exceptions, provide order tracking through carriers, and perform deduction research / reconciliation as necessary.
• Extensive use of the data warehouse and SAP's Business Objects application to review customer orders, analyze operational trends, and research customer reported issues.
• Customer Account Specialist works collaboratively with internal resources including the customer operational analysis team that have responsibility overseeing the order management process for all branded accounts.
• Participate in customer score carding processes and monthly operational alignment meetings (with buyers) which include possible customer site visits.
• Proactively interacts with Supply chain on high impact orders, the warehouse (on shipping exceptions) as well as other internal stakeholders (deployment, traffic, acct, mgmt, etc) to quickly resolve potential customer facing issues.
• Closely work with customers (assigned buyers) to identify and communicate relevant market-related data and competitive intelligence to Pfizer's supply chain and customer operations team as necessary.
• Research complex claims. Work collaboratively with customers, deduction specialist and the credit department to resolve deductions which include DSA failure to supply, shipping discrepancies, pricing, returns, to name a few.

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 :

Collaborate with management team to examine practices and procedures as part of a continuous business improvement effort.

Basic Qualifications

Preferred Qualifications

The salary for this position ranges from $21,82 to $36,36 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.