Senior Specialist, Customer Account

The Customer Service Specialist is responsible for supporting domestic 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. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of goods.

This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the companys sales / revenue objectives measured by customer scorecards. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service.

Responsibilities

Ownership of high-profile 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: EDI fax email phone for RX OTC and control drugs serialized products and clinical trials. Research/resolve shipping ASN/DSCSA and billing discrepancies from initial inquiry to resolution

• Oversee customer orders including order entry order status document creation order release shipment tracking sales recognition document management and reporting for various donation orders product requisitions PAF emergency orders product replacement
• Service to AbbVie National Wholesale Directors Executives & OTC Leadership AbbVie vendors wholesale/retail customers sales force health care providers government hospitals and institutions
• Design and generate standard/ad Hoc reports for tracking monitoring and analyzing data
• Process returns according to Terms and Conditions
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements discontinued products new product launches and other projects assigned
• Review and approve On-line Resource manual Customer Relations Digest
• Drive Continuous Improvement:
  Analyze top tier customer Scorecard requirements to measure AbbVie service levels. Report progress/performance to internal stakeholders and upper management
  Monitor and measure Key Performance Indicators to ensure service level goals meet/exceed expectations.
  Identify and initiate change of process improvements where applicable for superior customer service including new customer requirements
• 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
  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

Qualifications :

• The role requires a bachelors 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
• Proficient in relevant software Advanced Microsoft Office (Excel/pivot Word) ERP/SAP SharePoint customer feedback system
• Lead facilitate and present meetings
• Ability to interact with all levels of personnel customers and vendor accountability aligned to AbbVie business process
• Analytical and problem-solving skills and 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
• Manage multiple projects lead meetings identify risk/gaps and track action items to meet timelines to drive customer service deliverables
• Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures

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