Customer Service Specialist
4 weeks ago
We are seeking a highly skilled Customer Service Specialist to join our team at AbbVie. As a key member of our customer service operations, you will be responsible for providing exceptional support to our domestic customers, including wholesale, regional, and retail customers, as well as physicians, pharmacies, hospitals, and government entities.
Key Responsibilities- Manage day-to-day order management utilizing the Order to Cash process to ensure timely and accurate delivery of crucial medicines to customers.
- Research and resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing.
- Collaborate with business partners throughout the organization to ensure customer loyalty and achieve sales/revenue objectives measured by customer scorecards.
- Generate and distribute ad-hoc reports for tracking, monitoring, and analyzing data.
- Manage Clinical Trial process, including form completion, liaison between customer and business groups, and order placement.
- Lead and manage projects related to returns and credits/debits, ensuring successful completion within designated timelines.
- Bachelor's degree in business 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, including Advanced Microsoft Office (Excel, Word), ERP/SAP, SharePoint, and customer feedback system.
- Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process.
- Analytical and problem-solving skills with proven ability to conduct a root cause analysis.
AbbVie offers a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees. This role is eligible to participate in our short-term incentive programs.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion.
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