Customer Service Returns Associate

The Customer Service Returns Associate is responsible for analyzing and processing all direct customer returns, credits, and debits including shipping discrepancy claims, pricing disputes, credit accommodation requests, tax credits, and overstock and expired products direct to physician. This role adheres to AbbVie’s terms and conditions with alignment to the 3rd party return vendor. This may include the review/authorization of a return request and investigation against the customer sales purchase history. The Returns Associate role collaborates with business partners throughout the organization to achieve the highest level of operational effectiveness by delivering exceptional Customer Service. These partnerships will enable the Returns Associate to network and explore career path opportunities from multiple partner areas within the company.

The working hours for this position are Monday to Friday from 8:30am to 5pm CST (9:30am-6pm EST) with 3 days in the office and 2 days working from home.

Responsibilities

• Initiate day-to-day management of new requests for potential credit consideration and prioritize requests.
• Process returns by creating debit and credit memos according to authorization level to ensure compliance with KPIs and customer agreements.
• Validate customer dispute/claims with reference to AbbVie’s terms and conditions prior to credit authorization utilizing SAP and Customer Compliant tracking system.
• Respond to return inquiries from Receivable Management to resolve customer deductions.
• Independent research and problem solving of requests received via vendor file (EDI IDOC) and distribution complaint system.
• Analyze return requests against the sales order history in SAP for direct to physician.
• Complete Credit Memo Form and documentation for system approval workflow process.
• Service to AbbVie Commercial, AbbVie vendor’s, Customer Service, wholesale/retail customers, direct to physician, government, hospitals, institutions and sales force, Trade, Warehousing & Distribution/transportation, Finance, Sales Force, Receivables Management, and Pricing Operations.
• Generate standard/ad Hoc reports for tracking, monitoring, and analyzing claim/credit data.
• Support AbbVie project initiatives and deliverables to timeline objectives related to product returns and all potential credits/debits.
• Review contents as assigned and request process updates/changes to the On-line Resource manual.
• Drive Continuous Improvement:
• Support Key Performance Indicators to ensure service level goals meet/exceed expectations.
• Identify process improvements where applicable for best-in-class Customer Service.
• Compliance:
• Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real.
• Complete/apply all quality, regulatory safety, and compliance training.
• Support Return’s Specialist requirements for internal Quality, external regulatory agencies and/or customer.
• Provide timely and accurate documentation to management for accommodation requests.

• A High School Diploma or GED with strong working experience in SAP systems, is required.
• A minimum of 1+ years of related experience is required, preferably in Supply Chain or Customer Service.
• Support Return’s Specialist requirements by providing necessary data and by participating in meeting deliverables.
• Keen attention to detail with a prominent level of accuracy.
• Proficient in relevant software, Microsoft Office (Excel, pivot, Word), ERP/SAP, SharePoint, and vendor portal.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
• Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures.
• Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process.
• Strong analytical and problem-solving skills, with proven ability to conduct root cause analysis.
• Able to think analytically for revenue impact, with the ability to make decisions within the scope of responsibility.
• Work independently and in a team environment with the ability to multitask, prioritize work, effective time management and organizational skills.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.