Trade Account Specialist
- United States - Tennessee - Memphis
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 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:
Excellent communicator. Provides operational assistance to customers and internal clients that support 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 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
Applicant must have a bachelor's degree with 0+ years of experience; OR a high school diploma (or equivalent) and 4+ years of relevant experience in call center functions, understanding of debits/credits, deduction resolution and/or order processing.
Excellent verbal and written communication skills with demonstrated telephone skills.
Strong interpersonal skills in a multi-team environment required
Proficiency in Microsoft Office with a strong working knowledge of Excel.
PREFERRED QUALIFICATIONS
Experience in SAP ERP, Sales Order Management
Experience working in pharmaceutical industry
Account management experience
OTHER JOB DETAILS:
Last Date to Apply for Job: March 21, 2026
Work Location Assignment: Memphis GFS Site (Hybrid)
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
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.
Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email disabilityrecruitment@pfizer.com. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.
Breakthroughs that change patients’ lives
Research confirms what intuition tells us: that purpose-driven companies perform better, are more innovative, attract and retain the best people, and know how to unleash the power of those people. Pfizer’s purpose—Breakthroughs that change patients' lives—fuels everything we do and reflects our passion for building on our legacy as one of the greatest contributors of good to the world.
Each word in our purpose has meaning and reflects the value we strive to bring to patients and society:
“Breakthroughs” - These are the innovations, scientific and commercial, that we seek to deliver every day. All colleagues, regardless of role, level or location, strive for breakthroughs every day.
“Change” - We want to do more than simply improve patients’ medical conditions; we want to dramatically change their lives for the better.
“Patients’ lives” - We consider not only patients, but everyone they touch—including their families, caregivers, and friends—and everything they love to do. It’s an intentionally holistic view.
Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Every decision we make and every action we take is done with the patient in mind—and to nurture an environment where breakthroughs can thrive.
Our Values
To fully realize Pfizer’s purpose, we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.
The “how” is represented by four simple, powerful values—courage, excellence, equity, and joy—that define our company and our culture.
Courage: Breakthroughs start by challenging convention, especially in the face of uncertainty or adversity. This happens when we think big, speak up, and are decisive.
Excellence: We can only change patients’ lives when we perform at our best together. This happens when we focus on what matters, agree who does what, and measure our outcomes.
Equity: We believe that every person deserves to be seen, heard, and cared for. This happens when we are inclusive, act with integrity, and reduce healthcare disparities.
Joy: We give ourselves to our work, but it also gives to us. We find joy when we take pride, recognize one another, and have fun.
Benefits at Pfizer
Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues. Our Pay for Performance Philosophy and Practices reward colleagues based on the contributions they make to our business.
Our Competitive Benefits Programs help our colleagues by:
- Promoting Health and Wellness to help colleagues maintain and improve their physical and mental wellbeing. Pfizer offerings include health and disability insurance, preventative health programs, medical screenings, free or reduced-cost vaccinations, discounts on Pfizer products, mental health support, nutrition and fitness counseling and more.
- Strengthening Colleagues’ Financial Security by providing company contributions to retirement plans, life insurance and financial planning education to help colleagues achieve their financial goals.
- Providing Benefits and Time off for the Moments that Matter to ensure Pfizer colleagues have the time away from the office to recharge, recover and return to work as the best version of themselves. Vacation, Holiday time and Sick time are just the beginning, with a 12 week parental leave policy for both parents of a new born, 10 day of caregiver leave for those times when your family needs you whether it’s a child, spouse or parent, bereavement leave, and additional country-specific programs.
- And so much more, depending on your country and site, Pfizer offers childcare facilities or discount programs, on-site health and/or fitness centers, movement and mindfulness solutions, “Log in for your Day” work flexibility and so much more.
For U.S. based jobs, view an overview of Pfizer’s U.S. benefits program (opens in a new window)