Customer Service Representative
Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
Purpose
Customer Service embraces the responsibility of making a remarkable impact on peoples lives through best-in-class service levels & efficient business solutions we create together. This is driven by our compassion for people commitment to innovation & inclusion service to the community & uncompromising integrity at the heart of everything we do.
The Customer Service Associate is responsible for supporting 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. This role collaborates with business partners throughout the organization to drive customer loyalty & achievement of the companys sales / revenue objectives by achieving the highest level of operational effectiveness & delivering exceptional customer service. These partnerships will enable the Customer Service Associate to network & explore career path opportunities from multiple partner areas within the company.
Responsibilities
- Process revenue generating 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; phone fax OD tool/email EDI.
- Initiate Account Maintenance requests for new and existing customer set-up using DSP application.
- Process Luprolink customer inventory management system (orders history reports).
- Process free of charge orders for donations product requisitions PAF emergency orders product replacement.
- Respond to customer on-line feedback (triage and response)
- Create inquiries and investigate customer discrepancies in SAP and Distribution Tracking Compliant System through resolution.
- Understand and create working relationships with all levels of personnel (Receivables Management Warehouse Operations Pricing Distribution Transportation Sales Force Customer Master Data).
- Complete/apply all quality regulatory safety and compliance training.
- Process standard returns credits and debits accurately and efficiently.
- Collaborate with team members to troubleshoot and resolve customer issues related to returns.
- Provide exceptional customer service by addressing inquiries and concerns promptly and professionally.
Qualifications :
Qualifications
- Requires a high school diploma and minimum 1-2 years experience as Customer Service Representative or equivalent.
- Ability to interact with multiple levels of personnel customers and sales force; communicate in a clear concise and appropriate manner in verbal and written communications.
- Ability to multi-task and change direction to meet business needs while being a positive change agent. Demonstrates effective allocation of time during the workday.
- Proven demonstrated analytical and problem-solving skills to conduct root cause analysis. Keen attention to detail with a prominent level of accuracy.
- Demonstrates basic strategic thinking by understanding and aligning customer service efforts with the organizations overall goals and objectives.
- Ability to work independently and in a team environment.
- Proficient in relevant software Microsoft Office SharePoint SAP highly preferred.
Key Stakeholders
Customer Service Operations Trade/Commercial Supply Chain Warehousing & Distribution/transportation Master Data Demand Planning Sales Force Receivables Management Vendors Pricing Operations and Track & Trace
Additional Information :
Applicable only to applicants applying to a position in any location with pay disclosure requirements understate 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.
Note: No amount of pay is considered to be wages or compensation until such amount is earned vestedand determinable. The amount and availability of any bonus commission incentive benefits or any otherform of compensation and benefits that are allocable to a particular employee remains in the Companyssole and absolute discretion unless and until paid and may be modified at the Companys sole andabsolute discretion consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more visit & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
No
Employment Type :
Full-time
Employment Type
Full-time
