Group Lead, Customer Service Distribution

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

Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels and efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do.

The Customer Service Lead is responsible for the business process oversight of daily customer service operations, providing team support and service to internal and external stakeholders ensuring compliance with KPIs, regulatory, training, performance, projects that drive for efficiency.

Serves as a Subject Matter Expert (SME) in SAP, customer operations processes, and knowledge of cross-functional areas throughout the OneHUB Customer Operations, Global Supply Chain, Finance and Logistics organization.

Timely resolution of team performance for KPIs and metrics related to Account Maintenance/Data Steward Platform (DSP) and order process for export and contract manufacturing with focus on continuous improvements.

• This role collaborates with the Customer Operations management team and business partners across the organization to support customer loyalty and the achievement of the company’s objectives by delivering exceptional customer service.

Administer day-to-day activities of customer service:

• Serve as a subject matter expert (SME), on-the-job trainer (OJT), and front-line escalation point for customer issue resolution.
• Oversee customer master data processes through the Data Steward Platform, EDI, and standard order management from initial receipt through delivery. Manage a range of order types, including EDI orders for RX, OTC, and controlled drugs; serialized products; customer orders; controlled drug order monitoring; stock transfer orders; CMAF product billing; export; TOPA, and contract manufacturing.
• Generate, analyze, and present customer service performance metrics to leadership, providing actionable insights and recommendations.
• Demonstrate proven SME knowledge of customer service business applications, SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
• Conduct daily review of department functions, prioritizing and assigning key personnel to ensure all responsibilities are completed within established expectations.
• Fulfill audit requirements from internal, external agencies, or customers.
• Drive new product launch requirements and project initiatives in collaboration with stakeholders and project management to ensure deliverables are met on schedule.
• Demonstrates the ability to systematically analyze complex customer issues, identify underlying causes, and develop well-supported solutions.

Compliance:

• Adhere to AbbVie culture demonstrating 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

• Bachelor's degree preferably in business, or related field 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/Fiori, SharePoint, customer feedback system
• Lead and facilitate meetings with AbbVie cross functional teams and vendors.
• Proven decision-making skills paired with the ability to engage and influence cross functional teams to execute complex sol