Customer Service Associate (SAP Experience Required)

Purpose:

The Customer Service Associate will provide exceptional service to domestic customers, including retail and wholesalers, pharmacies, hospitals, government, direct physician (DTP), and independent physician associates (IPA). This involves order management, timely resolution of customer inquiries, and partnering with other departments to drive customer loyalty and sales. This role plays a crucial part in making a remarkable impact on people’s lives and requires compassion, commitment to innovation, service to the community, and uncompromising integrity.

The Customer Service Associate's role is to create a remarkable experience for our customers, by utilizing our cutting-edge solutions and delivering exceptional service levels. Through our partners, we open the opportunity to network and explore career path options available within the company. This allows us to demonstrate our passion for people, commitment to innovation, inclusion, service to the community, and unwavering integrity.

Responsibilities:

• Process revenue generating customer orders, including order entry, order status, document creation, order release tracking, IDOC error resolution, shipment tracking, sales recognition, document management, for various order types (EDI, fax, email, phone, for RX, OTC, control drugs, clinical trials, serialized products, including vaporizers and pumps).
• Process free of charge customer orders, including order entry, order status, document creation, order release, shipment tracking, sales recognition, and document management for various order types (donation orders, product requisitions, PAF emergency orders, product replacement).
• Service to AbbVie Commercial, AbbVie vendor’s, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.
• Extensive knowledge and understanding of the Terms and Conditions to ensure returns are processed in accordance.
• Support Customer Service Operations project initiatives and Key Performance Indicators to achieve department service level goals.
• Identify process improvements where applicable for superior customer service including new customer requirements.
• Other duties as assigned by leadership team.

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 audit documentation requirements for internal Quality, external regulatory agencies and/or customers.

• Bachelor’s degree, preferably in business, or an associate degree with a minimum 2 years of experience in a customer service-related role. Experience working in SAP is required.
• Thorough 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 Microsoft Office (Excel, Word), ERP/SAP, SharePoint, and customer feedback systems.
• Ability to interact with people of all levels, from customers to sales representatives.
• Strong analytical and problem-solving skills, with the capability to effectively conduct root cause analysis and make sound decisions.
• Demonstrated ability to multitask, prioritize work, manage time, and stay organized in order to meet deadlines.
• Experience in working independently as well as a part of a team.
• High attention to detail and accuracy in all areas of work.

What You’ll Receive

• Comprehensive Healthcare: Medical, Vision, Dental, FSA, HSA.
• Financial Well-being, Planning & Stability: 401(k) with company match and Annual Retirement Contribution Plan.
• AbbVie Vitality: Health & Wellness programs including Employee Assistance Program (EAP), Health Advocate, Global Well-Being Programs.
• Generous Paid Time Off include, Company Holidays, Vacation, Parental and Caregiver Leave.
• Community Outreach Programs and company match of charitable contributions.
• Perks include AbbVie Product Shop, Employee Loyalty Program, Tuition Assistance, Adoption and Surrogacy Assistance, Mothers at Work and Milk Stork to list a few.

AbbVie is an equal opportunity employer including disability/vets. 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 disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.