Sr Customer Account Specialist - job 3 of 3

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 X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

The Customer Service Specialist is responsible for supporting 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. 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 and KPIs. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service.

This will be a hybrid schedule at our North Chicago, IL or Florham Park, NJ locations.

Responsibilities

• Ownership of highest-level customers, 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, drop ships, Clinical Trials, RX, OTC, serialized products, and controlled drugs. Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution. ·
• Act as Subject Matter Expert and On-the-Job Trainer (OJT) to support the onboarding/cross training program. ·
• Drive Product Availability Supply process in collaboration with analytics.
• Analyze order data and trends through Customer Scorecards and KPIs to provide best in class service, implement solutions and drive continuous improvement initiatives.
• Oversee free of charge customer process.
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches, pipeline management, and other projects assigned.
• Ability to collaborate effectively with cross functional teams to optimize orders and return processes, identify areas for improvement, implement solutions, and influence others to contribute to the achievement of team goals. Utilize analytics to analyze order and return data and identify trends for process improvements.
• Provide expert support to the return team, troubleshooting complex issues and providing guidance.
• Lead and participate in continuous improvement initiatives, analyzing order and return trends through analytics techniques, and making recommendations to enhance overall efficiency and customer satisfaction.
• Act as a subject matter expert in Customer Service policies and procedures including orders, returns, and, support services, staying updated with industry trends and market demands.
• 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.

• The role requires a bachelor's degree, preferably in business or minimum of 3-5 years customer service-related experience.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.
• Proficient in relevant software, Advanced Microsoft Office, ERP/SAP, SharePoint, customer feedback system
• Lead, facilitate and present at internal and external meetings.
• Ability to interact with all levels of personnel including Executive Leadership, customers, and vendor accountability aligned to AbbVie business process.
• Analytical and problem-solving skills with 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.
• Retain and apply business knowledge as a Subject Matter Expert (SME) and be resourceful for efficiency aligned with operating procedures
• Positive change agent with ability to influence team and cultivate cultur

Key Stakeholders 

Customer Service Operations, National Wholesale Directors, Executives and OTC Leadership, Commercial, Finance, AbbVie vendors, Supply Chain, Warehousing & Distribution, transportation, Customer Master Data, Demand Planning, Pricing Operations, Receivables Management, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.

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

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• 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. ​

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AbbVie is an equal opportunity employer and 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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html