Initiatives and Solutions Associate

The Initiatives and Solutions Associate is a customer-focused professional who plays a crucial front-line role in the Customer Operations function for AbbVie Australia and New Zealand. This important position serves as the initial point of contact for healthcare professionals (HCPs).

Working closely with the Initiatives and Solutions Managers you will be responsible for understanding the customers needs and effectively triaging specialized requests to the appropriate Initiatives and Solutions Manager for more detailed assistance and being the primary point of contact for medicines access programs and their coordination. Your ability to address inbound calls and emails and ensure a seamless and exceptional customer experience is vital. You will incorporate AbbVies CX principles: make it easy be trustworthy know me and bring value to deliver outstanding customer experience.

This role requires the ability to effectively utilise communication tools resolve issues promptly and seek customer feedback to continually improve the customer experience. Overall as an Initiatives and Solutions Associate you will be instrumental in enhancing customer and patient services ensuring a smooth experience for both internal and external stakeholders.

Key duties & responsibilities:

• Front-line Issue Resolution and Escalation: Independently resolve straightforward customer issues and escalate more complex issues for timely resolution where required.
• Medicines Access Programs: Manage the administration and co-ordinate all aspects of AbbVies Medicines Access programs including the interface with relevant internal and external stakeholders.
• Inbound Orders and Inquiries: Handle incoming orders and inquiries from various sources ensuring prompt and satisfactory resolutions.
• Level 1 HCP IT/Tech Support: Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed.
• Utilise Multichannel Communication Tools: Engage with customers using tools like the Five9 phone system CRM case management systems websites and knowledge management systems to provide seamless interactions and solutions.
• High-Quality Service Across Channels: Maintain a consistent and professional customer experience across all communication channels.
• Feedback Collection & Integration: Proactively gather feedback from customers to continuously improve services. Actively respond to customer feedback to improve service delivery and enhance customer experiences.
• Customer Experience Principles: Employ AbbVies CX principles - make it easy be trustworthy know the customer and bring value - in all customer interactions.
• Cross-Functional Collaboration: Work with internal teams such as sales marketing and technical support to ensure comprehensive responses to customer inquiries.
• Performance Monitoring and Reporting: Monitor metrics and generate reports to recommend improvements and maintain high service standards.

Quality

• Report any adverse event within 24 hours as per Abbvies policies and procedures.
• Ensure that adverse events are appropriately captured and forwarded to pharmacovigilance within required timeframes and support AE reconciliation activities
• Assist with the management of systems relevant databases workflow and documentation for the compassionate supply program to ensure required timelines are met

Workplace Health & Safety

• Proactively participate in AbbVies WHS programs adhere to policies and promote a safe work environment at all times.

General

• Adhere to AbbVies internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties as requested.

Qualifications :

Skills and Abilities

• Customer Engagement and relationship management Skills.
• Ability to be calm under pressure and in dealing with difficult customer situations
• Excellent verbal and written communication skills organisational skills and works well in a team environment
• Problem solving & decision-making skills
• Conflict resolution & negotiation skills
• Microsoft office and CRM management skills
• Analytical and data driven mindset
• Excellent time management skills
• Attention to detail

Experience

• Pharmaceutical industry knowledge
• Frontline customer management experience is desirable
• Report preparation and business analysis experience
• Knowledge of pharmaceutical regulations and compliance
• Understanding of medical terminology
• Familiarity with CRM systems or other access portals
• Understanding of supply chain management and HCP & patient support program

Flexibility and Availability: In line with Australias Right to Disconnect legislation we recognise and respect employees right to refuse contact outside of their working hours unless such refusal is deemed unreasonable. As we operate in an international matrixed environment there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

Additional Information :

WAYS WE WORK

All For One Abbvie; We weigh all decisions against the common good. We inspire share and create as a team. We solve problems for all rather than serving our immediate team.

Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly embrace experimentation and learn what doesnt work and get on to what does.

Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results staying keenly aware of the urgency in all we do.

Clear & Courageous; Open honest candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.

Make Possibilities Real; We question with endless curiosity. Were never satisfied with good enoughpatients depend on us to deliver more. We challenge ourselves to find creative constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers with each other business partners and suppliers. 

AbbVie as a responsible corporate citizen will adhere to these standards as well as to local national and international laws. 

All AbbVie employees are responsible for maintaining the Companys reputation for conduct in accordance with the highest level of business integrity ethics and compliance with the law. 

Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 

AbbVie is committed to operating with integrity driving innovation transforming lives serving our community and embracing diversity and inclusion. 

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:

Work :

Yes