Sr Customer Account Specialist

Company Description

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

The Customer Service Specialist is responsible for supporting 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. 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 and KPIs. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service.

This will be a hybrid schedule at our North Chicago, IL or Florham Park, NJ locations.

Responsibilities

• Ownership of highest-level customers, 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, drop ships, Clinical Trials, RX, OTC, serialized products, and controlled drugs. Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution. ·
• Act as Subject Matter Expert and On-the-Job Trainer (OJT) to support the onboarding/cross training program. ·
• Drive Product Availability Supply process in collaboration with analytics.
• Analyze order data and trends throug