Customer Service Specialist (Hybrid)

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com.

Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. 

Job Description

Purpose

Describe the primary goals, objectives or functions or outputs of this position.

The Customer Service Specialist is responsible for supporting domestic top-tier domestic customers including wholesale, largest regional, & retail accounts representing 98% of domestic pharma sales. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of crucial medicines to customers.
Timely research & resolution for customer inquiries related to shipping, pricing discrepancies, product returns, & credit processing. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of goods.
This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the company’s sales / revenue objectives measured by customer scorecards. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional Customer Service.

Responsibilities

• Ownership of high-profile customer orders, including order entry, order status, document creation, order release tracking through order validations, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials. Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution.
• Oversee free of charge customer orders, including order entry, order status, document creation, order release, shipment tracking, sales recognition, document management, and reporting for various, donation orders, product requisitions, PAF emergency orders, product replacement.
• Service to AbbVie National Wholesale Directors, Executives & OTC. Leadership, AbbVie vendor’s, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.
• Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data.
• Process returns according to Terms and Conditions.
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches and other projects assigned.
• Review and approve On-line Resource manual, Customer Relations Digest.
• Drive Continuous Improvement:
  •Analyze top tier Big 3 customer Scorecard requirements to measure AbbVie service levels. Report progress/performance to internal stakeholders and upper management.
  •Monitor and measure Key Performance Indicators to ensure service level goals meet/exceed expectations.
  •Identify and initiate change of process improvements where applicable for superior Customer Service including new customer requirements.
• 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
  •Fulfill audit documentation requirements for internal Quality, external regulatory agencies and/or customer.
  •Provide timely and accurate documentation for Legal requests in response to litigation.

Qualifications

Qualifications

• The role requires a bachelor's degree, preferably in business or minimum of 3-5 years Customer Service-related experience.
• Requires minimum of 2 years' experience Customer Service Representative or equivalent.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
• Proficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback system.
• Lead, facilitate and present meetings.
• Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process.
• Analytical and problem-solving skills, and proven ability to conduct a root cause analysis. Able to think analytically and strategically to customer experience and revenue, with the ability to make decisions within the scope of responsibility.
• Ability to multitask, prioritize work, effective time management and organizational skills, with a highly proficient level of accuracy.
• Ability to work independently and in a team environment.
• Manage multiple projects, lead meetings, identify risk/gaps, and track action items to meet timelines to drive Customer Service deliverables.
• Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures.

Key Stakeholders 

Customer Service Operations, key direct assignment to National Wholesale Director’s, Supply Chain, Warehousing & Distribution/transportation, Master Data, Finance, Demand Planning, Sales Force, Receivables Management, Pricing Operations, Track & Trace, BT

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

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.