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Customer Service Representative
2 months ago
Job Title: Customer Service (Hybrid)
Location: Waukegan, IL 60085
Duration: 12+ Months
Job Description:
Exceptional customer service is expected by performing all functions and initiatives to support the daily business needs of the department. Representative may work with wholesalers, hospitals, Direct to physician, and serialized product costumers. Objectives are processing EDI, phone, mail, or fax orders; direct communication with multiple stakeholders, sales force, other internal departments; follow complete customer inquiries or complaint activities through to resolution. Interact with warehouse and transportation teams to resolve inquiries concerning shipping discrepancies.
Responsibilities:
- Understand and create working relationships with other internal disciplines such as receivables, pricing, marketing, returned goods, warehousing, planning, transportation, and others.
- Establish and maintain documentation and incorporate new procedures into existing job aids, tools, etc.
- Oversee and administer the monitoring and updating of the customer support content of the online resource manual for the team.
- Communicate updates to key business partners to ensure compliance and adhere to AbbVie policies and procedures.
- Demonstrate expertise and serve as the subject matter expert during compliance audits relevant to business segments by providing and interpreting business data.
- Maintains professional and technical knowledge by completing training requirements and offsite visitation to meet relevant stakeholders.
- Maintains open communication with management regarding audit findings and proposes plan of action for resolution.
- Complete all required training to be able to function in various aspects of position.
- Complete continuing education as instructed including seminars and annual procedure reviews.
- Serve as the customer's advocate and liaison to resolve service problems quickly and fairly for customers.
- Understand and create working relationships with other internal disciplines such as receivables, pricing, marketing, returned goods, warehousing, planning, transportation, and others.
- Work with customers and AbbVie personnel to achieve mutually agreeable lead-times for product deliveries and schedule activities to consistently achieve those lead-times.
- Process and satisfactorily close customer Inquiries within designated timeframe
- Suggest opportunities/methods and procedures to improve operations, elevate service levels and reduce operational expense.
- Implement specific sales promotional strategies and programs as directed by sales management.
Qualifications:
- List required and preferred qualifications (up to 10). Include education, skills, and experience.
- High school diploma or GED equivalent required to ensure ability to read and understand training and job aids written in English and communicate with US based customers.
- Professional written and verbal communication skills to interact with, build, and maintain relationships with all levels of the organization.
- Initiative and innovative skills are required to identify and implement business process improvements.
- Excellent organization and follow up skills are critical to ensure timely distribution of product and communication across the supply chain.
- Ability to understand the implications of new information.
- Must possess critical and strategic thinking skills to draw conclusions which results in solutions to potential issues.
- Due to complexity of each customer, the ability to work independently is required.
- Minimum supervision required for direct execution of job; has authority, responsibility, and accountability, of the day-to-day execution of duties.
- Demonstrates the ability to solve problems and make decisions.
- Offers appropriate solutions based on the situation.
- Coordinate new product launch and product conversions.
- Self-driven to develop and implement projects and communicate progress as well as outcomes.
Intake call notes:
- Years of experience/education and/or certifications required-
- High School diploma or GED equivalent
- 2+ years customer service experience
What are the top 3-5 skills requirements should this person have?
- SAP order entry experience
- Call Center / Phone experience – approximately 10-20 calls per day (volume varies) regarding orders, inquiries
- Excel experience -intermediate (does not need v-lookups or pivot table experience)
- Good verbal and written skills
- High School diploma or GED equivalent
- Problem solving skills
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
- Pharma Industry Experience Customer Service
Work Schedule (Define days,# of hours)/ Is Overtime offered or required?
- Full Time - 40 hours per week; Hours will be 8:30 to 5pm (CST) with an hour lunch, 2 days’ work at home and 3 days in office after training is completed.
- Training will be fully onsite for 3-4 weeks.
