Manager, Section Customer Service

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 Manager of Customer Service leads and manages the Customer Service team, ensuring the delivery of high-quality support and services to AbbVie’s Customers, including physicians, retailers, and wholesalers. Responsible for the planning, implementation, and execution of all Customer Service strategies, supporting U.S. Pharma and OTC (Over The Counter) businesses through various distribution channels. Ensure that our Customer Service team excels in representing AbbVie to our customers by providing comprehensive training and maintaining high standards of personnel qualifications and team collaboration. Responsible for maintaining KPI goals related to service levels including but not limited to order management & fulfilment, product returns, call monitoring, and work force management. Ensure compliance with financial policies and government regulations including Sarbanes-Oxley (SOX), FDA, and DEA.

Uphold AbbVie’s culture and actively support an inclusive workspace that values every team member and promotes collaboration, diversity, and excellence within Customer Service.

Responsibilities:

• Develop and implement Customer Service, Commercial and Supply Chain business strategies, services, processes, and procedures to ensure seamless customer and patient experience.
• Leverage strong business acumen to make informed decisions, optimize processes, and drive strategic initiatives that enhance customer satisfaction and operational efficiency.
• Oversees Order to Cash processes, including efficient and timely order management and allocation. Streamline workflows, minimizing disruptions, and maintaining high service levels to meet revenue targets.
• Lead and facilitate meetings and projects across