Customer Service Supervisor

The Customer Service Supervisor is responsible for overseeing a team of 312 direct reports and managing daily domestic customer service operations. This role provides leadership and support to ensure compliance with regulatory requirements Environment Health & Safety (EHS) standards training team performance and operational objectives.

Supervisory responsibilities include  leading two key pillars of Account Maintenance and Support Services including  Order & Inventory Management contract manufacturing lead for the New Product Introduction process and Fiori (SAP) continuous improvement initiatives.

Lead team performance and oversee processes for customer inquiries order processing account maintenance requests pricing discrepancies product returns EDI logistics planning customer communications KANA triage and response Fiori/SAP Order-to-Cash and credit/debit approvals ensuring efficient and high-quality service delivery.

Responsibilities

• Execute employee performance reviews talent assessments goal strategy planning and measurement. Provide management with employee performance results performance improvement plan coaching and development career path opportunities.
• Execute Fill a Job and partner with Talent Acquisition through the hire process review resumes interviews and recommendation for candidate selection.
• Initiate employee cross training programs to ensure quality service.
• Provide oversight of customer service business reporting processes (Product Availability) and systems including Work Force Management Fiori SAC Data Steward Planform (DSP) and Ideawake.
• Present Continuous Improvement -CIR to business review boards including Agile methodology as author/contributor to CIR prioritization develop return on investment statements and support project life cycle. Drive objectives include defining scope of business test requirements for User Acceptance testing  through HyperCare phase.
• Oversee process of orders from initial receipt to delivery. This includes various order types: EDI fax email phone for RX OTC and control drugs serialized products customer orders control drug  order monitoring stock transfer orders CMAF product billing export TOPA orders and contract manufacturing aligned to Supply Agreement.
• Service and partnership to Executives & OTC Leadership OCM  AbbVie vendors cross functional stakeholders customers and sales force.
• Strategy planning and scheduling for department reports to evaluate/measure Key Performance Indicators (KPIs).  Evaluate Key Performance Indicators results to achieve business objectives and process improvements opportunities.
• Drive deliverables for AbbVie project initiatives  discontinued products and new product launch activities.  
• Drive 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.
• Oversee audit documentation requirements for internal Quality Legal external regulatory agencies and/or customer.

Qualifications :

• Bachelors degree preferably in business training or related field required. Minimum of 5-8 years customer service-related experience.
• Minimum of 5 years experience Customer Service leadership or equivalent required. 
• 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.
• Ability to lead internal and external meetings develop/plan strategy of presentation contents.
• Delegate customer service activities to ensure business objectives are achieved to stated timeline.
• Strategic thinking/problem solving lead multiple projects identify risk/gaps and track action items to meet timelines to drive customer service deliverables.

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. 

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 Companys sole and absolute discretion unless and until paid and may be modified at the Companys sole and absolute 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:

Work :

No

Employment Type :

Full-time