ROLE SUMMARY

The Trade Account Specialist is the face to Pfizer’s direct customers, including wholesalers, distributors, and specialty pharmacies. This position supports the day-to-day Sales Order Management process for the US & PR Biopharmaceutical business unit, including Vaccines, Internal Medicine, Inflammation & Immunology, Rare Disease, and Oncology.  This role works collaboratively with internal stakeholders to review and release all sales orders prior to shipment, utilizing Pfizer’s SAP ERP & Insight inventory systems. The role proactively works with external buyers to maintain appropriate inventory levels to ensure high levels of service are maintained for Pfizer’s product line. The position requires quick resolution of all distribution related claims, with a solid understanding of financials around claims management. The position will manage inbound customer requests, requiring a detailed understanding of Pfizer’s trade policies and a strong knowledge of Pfizer’s product line. The position requires sound decision-making skills, 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, which include the following responsibilities:
  • Collaboratively engage customers on order analysis, forecast adjustments, inventory level analysis, and cycle time updates.
  • Utilize Pfizer’s data warehouse and Business Objects application to review customer orders, analyze operational trends, and research customer reported issues.
  • Proactively interact with Supply Planning on high impact orders, the warehouse on OS&D shipping exceptions, as well as other internal stakeholders including Deployment, Transportation and Account Directors, to quickly resolve potential customer facing issues.
  • Closely work with assigned buyers to identify and communicate relevant market-related data and competitive intelligence to Pfizer’s Supply Planning and Customer Operations teams.
  • Work collaboratively with customers, Pfizer’s Deduction Specialist and Credit departments to resolve claims / deductions, which may include contract fines, shipping discrepancies, pricing, and returns, to name a few.
• Maintain a detailed working knowledge of Pfizer’s trade policies, SOP’s and standard business processes, and consistently apply that knowledge to daily operational tasks. 
• Positively represent Pfizer by providing exceptional customer service to a wide range of external customers including consumers, pharmaceutical buyers, and medical professionals.
• Manage both internal and 800 calls as well as email correspondence accurately, and in a professional and punctual manner.
• Team player to include:
  • Excellent communicator.  Provides operational assistance to customers and internal clients that support the attainment of business objectives.
  • Assist both customers and Pfizer colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution.
  • Support special projects as assigned including claims initiatives, collection efforts, and 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.

 BASIC QUALIFICATIONS

• Experience: Bachelor’s degree with 0-2 years of experience OR High School diploma with 5-7 years of customer service / account management experience
• Excellent analytical skills
• Excellent verbal and written communication skills
• Ability to handle multiple tasks and deadlines in a timely and organized manner
• Strong interpersonal skills in a multi-team environment
• Proficiency in Microsoft Office

PREFERRED QUALIFICATIONS

• Experience in SAP ERP, Sales Order Management 
• Experience working in pharmaceutical industry
• Strong working knowledge of Excel

OTHER INFORMATION

• Last Date to Apply for Job: May 18, 2023

Relocation assistance may be available based on business needs and/or eligibility.