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Customer Service Operations Specialist
2 months ago
Company Overview:
AbbVie is dedicated to discovering and delivering innovative medicines and solutions that address significant health challenges today and in the future.
Our commitment is to make a meaningful impact on the lives of individuals across various therapeutic areas, including immunology, oncology, neuroscience, and eye care, as well as through our Allergan Aesthetics portfolio.
Position Summary:
The Customer Service Operations Specialist plays a crucial role in managing relationships with key domestic customers, including wholesalers and major retail accounts, which collectively represent a significant portion of our domestic pharmaceutical sales.
This position involves effective order management through the Order to Cash process, ensuring timely and complete delivery of essential medications to our customers.
Key Responsibilities:
- Manage high-profile customer orders, including order entry, status updates, document creation, and shipment tracking across various order types such as EDI, fax, and phone.
- Oversee customer orders that are provided free of charge, ensuring accurate order processing and tracking.
- Provide exceptional service to AbbVie’s National Wholesale Directors, Executives, and various stakeholders, including healthcare providers and institutions.
- Generate and analyze standard and ad hoc reports to monitor performance and track key metrics.
- Handle product returns in accordance with established Terms and Conditions.
- Lead AbbVie project initiatives, ensuring adherence to timelines and budgets.
- Drive continuous improvement by analyzing customer scorecard requirements and reporting progress to stakeholders.
- Ensure compliance with core behaviors and company policies, including quality and regulatory training.
Qualifications:
Applicants should possess a bachelor’s degree in business or a related field, or have a minimum of 3-5 years of customer service experience. A minimum of 2 years in a customer service representative role is required.
Proficiency in relevant software, including advanced Microsoft Office applications and ERP/SAP systems, is essential. Strong analytical and problem-solving skills are necessary, along with the ability to multitask and manage multiple projects effectively.
AbbVie is an equal opportunity employer committed to diversity and inclusion in the workplace.
