Pharmaceutical Customer Support Specialist
2 weeks ago
Company Overview
AbbVie is dedicated to discovering and delivering innovative treatments and solutions that address significant health challenges today and in the future. Our commitment is to positively impact lives across various therapeutic areas, including immunology, oncology, neuroscience, and eye care, along with our offerings in the Allergan Aesthetics portfolio. For more details about AbbVie, please visit our website.
Position Summary
The Customer Service Operations Specialist plays a vital role in supporting premier domestic clients, including wholesale and retail accounts that account for a substantial portion of U.S. pharmaceutical sales. This position involves daily order management through the Order to Cash process, ensuring timely and complete delivery of essential medications to our clients.
Key Responsibilities
- Manage high-profile customer orders and samples, including order entry, status tracking, and documentation for various order types.
- Oversee EDI IDOCs, ensuring effective monitoring and resolution of issues.
- Facilitate communication between stakeholders and cross-functional teams to enhance collaboration.
- Conduct daily reviews of open orders and address any issues that arise.
- Identify and resolve inventory discrepancies in coordination with internal teams and third-party logistics providers.
- Provide exceptional service to AbbVie’s national wholesale directors, executives, and other key stakeholders.
- Design and generate standard and ad hoc reports for tracking and analyzing performance data.
- Lead AbbVie project initiatives, ensuring deliverables are met within established timelines and budgets.
- Drive continuous improvement by developing Key Performance Indicators (KPIs) for sample order processing.
- Ensure compliance with all quality, regulatory, and safety training requirements.
Qualifications
- Bachelor's Degree or equivalent experience in customer service, preferably within the pharmaceutical or healthcare sectors.
- Proficiency in key software applications, including Microsoft Office and ERP systems, with SAP experience preferred.
- Familiarity with Good Manufacturing Practices (cGMP) and FDA regulations is advantageous.
- Ability to work both independently and collaboratively, engaging effectively with all levels of personnel and clients.
- Strong analytical and problem-solving skills, with a focus on customer experience and revenue generation.
- Excellent multitasking and organizational abilities, ensuring high accuracy in all tasks.
Additional Information
AbbVie is an equal opportunity employer committed to diversity and inclusion. We strive to hire qualified individuals without discrimination based on race, color, religion, national origin, age, sex, disability, or any other legally protected status.
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