Trade Account Specialist

Role Summary

The Trade 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 while executing brand and supply strategies through proactive inventory analysis, Insight inventory reviews, and collaborative planning with Pfizer’s largest U.S. wholesale customers. This role works closely with internal supply chain and commercial stakeholders to align customer inventory positions with brand objectives, forecast demand, and mitigate supply risk, while ensuring compliance with trade policies and regulatory requirements.

Role Responsibilities

• Conduct Insight inventory reviews with assigned wholesale customers to assess inventory health, identify demand risks, and support execution of Pfizer brand and supply strategies.
• Partner with customers and internal stakeholders to recommend actions that optimize product availability and service levels.
• 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 orders via EDI, or email, processing claims for shipping exceptions, providing order tracking through carriers, and perform deduction research/reconciliation as necessary.
• Extensive use of Tableau Order Management, SAP, and SAP’s Business Objects application to analyze operational trends, customer inventory positions, and order patterns to provide actionable insights and recommendations to Supply Chain, Customer Operations, and commercial stakeholders.
• Monitor and address DHL OTM shipment delays and planning issues involving complex shipping and financial requirements unique to this team.
• Work collaboratively with internal resources, including the customer operational analysis team that have responsibility overseeing the order management process for all accounts.
• Represent Pfizer in ongoing operational discussions with wholesalers, including Insight reviews, scorecard performance, and inventory risk mitigation.
• Proactively interact with Supply chain (on high impact orders), the warehouse (on shipping exceptions) as well as other internal stakeholders (deployment, Transportation, etc ) to quickly resolve potential 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. Work collaboratively with customers, deduction specialist and the national account director to assist with the resolution of deductions which include, but not limited to, DSA failure to supply, shipping discrepancies, damages and pricing.
• 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 supports 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 assigned including creating training materials, and working on 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.
• Supports Sarbanes Oxley by adhering to the internal controls.

Basic Qualifications

• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
• 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 customer service/account management.
• Demonstrates ability to translate inventory data and customer insights into supply and brand execution recommendations
• Functional/Technical skills: SAP Subject Matter Expert on Order Management is preferred.
• Familiarity with SAP BOBJ and ability to execute and customize reports.
• Excel user with experience using Excel functions.
• Demonstrates business acumen
• Seizes Accountability
• Anticipates customer needs
• Leads change
• Demonstrates innovative thinking and analytical skills.
• Grows self
• Strong problem-solving skills