Senior Specialist, Customer Account

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

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 company’s 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 vendor’s, 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 bachelor's 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 int