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Customer Account Specialist


Job Summary

Memphis, TN
Other/Not Classified
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Customer Account Specialist

About the Job

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, Pfizer Injectables 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 orders via EDI, phone or fax, 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 Intelligence 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. Injectable account specialist have the additional responsibility for overseeing all order management processes for Pfizer Injectable specific accounts in addition to proactively monitoring the service level of all Injectable distribution service agreement (DSA) accounts by working closely with Injectable account directors to meet DSA business objectives.
  • 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

  • High school diploma and 5 -7 years of professional customer account specialist experience (to include call center functions, understanding of debits/credits, deduction resolution and order processing) is required. 
  • Excellent verbal and written communication skills with demonstrated telephone skills a must.
  • Strong interpersonal skills in a multi-team environment required
  • Proficiency in Microsoft Office (with a strong working knowledge of Excel) is required.

Preferred Qualifications

  • Bachelor’s degree with 1 - 2 years related experience is highly preferred.  In addition, pharmaceutical experience a plus.
  • Experience in SAP ECC.   
  • Excellent analytical skills a must along with account management experience a plus.
  • Ability to handle multiple tasks and deadlines in a timely and organized manner. 

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.

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.

Other Job Details:

  • Last Date to Apply for Job: June 19, 2018

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.


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