Customer Service Specialist

2 weeks ago

Florham Park, United States AbbVie Full time

**Company 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.

This role is responsible for order and inventory management, suspicious order responsibilities, this includes system administrator functions, product allocations, sales order (analysis, reporting, metrics) processing virtual orders, non-product billing, stock transfer orders and Data Stewardship Platform. requests.

This role is responsible for account management of Contract Manufactured products, bulk/export in compliance with Supply Agreement terms. This includes securing customer purchase orders, order confirmation and processing through the Order to Cash functions, logistic planning, new product launches, customer engagement and reporting.

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 Service Level Agreements. Performance measurement must reflect the highest level of operational effectiveness and deliver exceptional customer service. This role will enable the Customer Relations Specialist to network and establish career path opportunities from multiple partner areas within the company.

Administer day-to-day activities of customer service:

- Service to AbbVie Commercial Leadership, Master Data, Customer Relations, Demand Planning, Contract Manufacturing Operations, Logistics, Supply Chain Planner’s, Finance, Receivables Management, Pricing Operations, Quality, Regulatory TPM,
- Drive results for order and inventory management requirements including maintaining product allocation, inventory analysis and report requirements.
- Ownership to drive deliverables for contract manufacturing and export/bulk orders according to forecast requirements, including order entry, order status, document creation, order release tracking through order validations, logistic planning, domestic order booking, letters of credit, proforma invoices, Certificate of Analysis, Certificate of Conformance, Advance Ship Notification, account maintenance, credit avoidance, stock transfer orders and virtual orders
- Generates/Distributes daily Open Order and Shipment Report to monitor service levels, expected requested delivery date to material release date. Secure product release dates, communicates changes to customers. Provides shipment target dates to customers and service level monthly results
- Facilitate Customer Partnership Meetings and Monthly Meetings: prepare agenda, meeting minutes, action items, disseminate information and track action items to closure terms.
- Create inquiries for customer shipping, price and DSCSA discrepancies
- Review documents and customer profiles for On-line Resource manual, Customer Relations Digest
- Drive AbbVie project initiatives and deliverables to timeline, support product divesture requirements, discontinued products, new product launches, EDI onboarding, and other projects assigned
- Generate, Adhoc reports for product specific requirements and metrics
- Oversight of customer feedback through KANA system, On the Job Trainer
- Oversight of the Data Stewardship Platform (DSP)

Drive Continuous Improvement:

- Analyze inventory supply levels, report progress/performance to internal stakeholders
- Monitor, measure and generate results for Key Performance Indicators for Support Services metrics to ensure service level goals meet/exceed expectations
- Identify and initiate process improvements changes where applicable for superior customer service including new customer requirements

Compliance:

- Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real
- Oversee audit documentation requirements for internal Quality, external regulatory agencies and/or customer
- Provide timely and accurate documentation for Legal requests in response to litigation

**Qualifications**
- The role requires a bachelor's degree, preferably in business or minimum of 3-5 years customer service-related experience
- Requires minimum of 3 years' experience Customer Service Representative or equivalent
- Proficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback system
- Lead, facilitate meetings, and provide Minute Meetings/action items
- Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process
- Order and Inventory management. Analytical and problem-solving skills, and proven ability to conduct a root cause analysis. Able to think analytically and strategically to c

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