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Specialist, Customer Service

4 months ago

Florham Park, NJ, United States Abbvie Full time

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 Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Job Description

The Customer Service Specialist is responsible for supporting top-tier domestic customers including wholesale, largest regional, & retail accounts representing 98% of US 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.

This position is responsible for supporting Customer Operation functions to drive sample EDI, IDOC, and inventory reconciliation with 3PL. 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.

  • Ownership of high-profile customer orders and samples 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.
  • Oversight of EDI IDOCs (monitoring and resolution).
  • Escalate correspondence between stakeholders and cross-functional teams.
  • Daily review of team open order monitoring and issue resolution.
  • Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues.
  • 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.
  • Drive AbbVie project initiatives and deliverables to timeline/budget including all sample order activities.
  • Drive Continuous Improvement:
    • Develop Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs.
    • Identify and initiate process improvements where applicable for superior customer service.
  • Compliance:
    • Complete/apply all quality, regulatory safety, and compliance training.
    • Fulfill audit documentation requirements for Internal Quality and external regulatory agencies for sample order activities.

Qualifications

  • Bachelor’s Degree or in lieu of a degree, a minimum of 3 to 5 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry. Working experience in SAP is preferred.
  • Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred.
  • Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred.
  • Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with AbbVie's business processes.
  • Lead and facilitate meetings.
  • Analytical and problem-solving skills, including the ability to conduct root cause analysis.
  • Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility.
  • Strong multitasking and prioritization abilities, with effective time management and organizational skills, with a high level of accuracy.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

  • The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
  • We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
  • This job is eligible to participate in our short-term incentive programs. ​

Note: No amount of pay is a considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.