Customer Service Specialist
1 month ago
AbbVie is a leading global biopharmaceutical company committed to discovering and delivering innovative medicines and solutions that address serious health issues. We are seeking a highly skilled Customer Service Specialist to join our team.
Key Responsibilities- Provide exceptional customer service to domestic customers, including wholesale, regional, and retail customers, as well as physicians, pharmacies, hospitals, and government entities.
- Manage day-to-day order management using the Order to Cash process to ensure timely and complete delivery of critical medicines.
- Research and resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing.
- Collaborate with business partners across the organization to drive customer loyalty and achieve sales/revenue objectives.
- Generate and distribute ad-hoc reports for tracking, monitoring, and analyzing data.
- Manage Clinical Trial processes, including form completion and liaison between customers and business groups.
- Lead and manage projects related to returns and credits/debits, ensuring successful completion within designated timelines.
- Utilize analytics to analyze order and return data, identifying trends for process improvements.
- Act as a Subject Matter Expert (SME) to mentor associates, providing guidance on complex return cases, order issue resolution, problem-solving techniques, and customer service best practices.
- Bachelor's degree in a related field, such as business or a minimum of 3-5 years of customer service experience.
- Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles.
- Proficiency in relevant software, including Advanced Microsoft Office (Excel, Word), ERP/SAP, SharePoint, and customer feedback systems.
- Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business processes.
- Analytical and problem-solving skills, with proven ability to conduct root cause analysis and think strategically to customer experience and revenue.
- Ability to multitask, prioritize work, and manage time effectively, with a high level of accuracy.
- Ability to work independently and in a team environment.
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. We strive to create a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.
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