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Technical Support Specialist for Capital Operations

2 months ago

Pleasanton California, United States AbbVie Full time
Job Overview

Customer Service plays a vital role in enhancing the lives of individuals through exceptional service and effective business solutions developed collaboratively.

This commitment is fueled by our dedication to people, innovation, inclusivity, community service, and unwavering integrity, which are central to our mission.

Role Responsibilities

The Technical Support Specialist is tasked with managing daily order processes within the Order to Cash framework, ensuring timely and complete delivery of essential medications to our clients.

This position collaborates with various stakeholders across the organization to foster customer loyalty and meet the company’s sales and revenue targets by optimizing operational efficiency and providing outstanding customer service.

Such collaborations will allow the Technical Support Specialist to network and explore career advancement opportunities across different sectors within the organization.

Key Duties
  1. Process revenue-generating customer orders, including order entry, status updates, document creation, and shipment tracking for diverse order types such as EDI, fax, email, and phone.
  2. Manage customer master data establishment and modifications.
  3. Handle free-of-charge customer orders, ensuring accurate processing and tracking.
  4. Oversee returns in accordance with established Terms and Conditions.
  5. Maintain a thorough understanding of and compliance with Terms and Conditions.
  6. Support Customer Service Operations initiatives and projects.
  7. Contribute to Key Performance Indicators to meet departmental service level objectives.
  8. Identify and recommend process enhancements for superior customer service, including new customer requirements.
Compliance and Training

Adhere to core values and demonstrate behaviors aligned with our principles: All for One AbbVie, Smart Decision-Making, Agility and Accountability, Clarity and Courage, and Making Possibilities Real.

Complete all necessary quality, regulatory safety, and compliance training.

Assist in fulfilling audit documentation requirements for internal quality checks and external regulatory bodies.

This role may require participation in a rotating on-call schedule and occasional weekend work.