Customer Service Representative

Customer Service Associate

Customer Service embraces the responsibility of making a remarkable impact on people's lives through best-in-class service levels & efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation & inclusion, service to the community, & uncompromising integrity at the heart of everything we do. The Customer Service Associate is responsible for supporting day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of crucial medicines to customers. This role collaborates with business partners throughout the organization to drive customer loyalty & achievement of the company's sales / revenue objectives by achieving the highest level of operational effectiveness & delivering exceptional customer service. These partnerships will enable the Customer Service Associate to network & explore career path opportunities from multiple partner areas within the company.

Responsibilities

• Process revenue generating customer orders including order entry, order status, document creation, order release tracking through order validations, IDOC error resolution, shipment tracking, sales recognition, document management, for various order types: EDI, fax, email, phone, for RX, OTC, control drugs, clinical trials, serialized products, including vaporizers and pumps. Support establishment of and change to customer master data.
• Process free of charge customer orders including order entry, order status, document creation, order release, shipment tracking, sales recognition, and document management for various order types: donation orders, product requisitions, PAF emergency orders, product replacement
• Process returns according to Terms and Conditions Critical knowledge and application of Terms and Conditions
• Support Customer Service Operations project initiatives
• Support Key Performance Indicators to achieve department service level goals
• Identify process improvements where applicable for superior customer service including new customer requirements
• Other duties as assigned by leadership team
• Compliance: Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real Complete/apply all quality, regulatory safety, and compliance training Support audit documentation requirements for internal Quality, external regulatory agencies and/or customer

Qualifications

• The role requires a bachelor's degree, preferably in business or a minimum of 2 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, Microsoft Office (Excel, Word), ERP/SAP, SharePoint, customer feedback system
• Ability to interact with all levels of personnel, customers and sales force
• Analytical and problem-solving skills, proven ability to conduct a root cause analysis to make decisions within the scope of responsibility
• Ability to multitask, prioritize work, effective time management and organizational skills
• Ability to work independently and in a team environment
• Keen attention to detail with a prominent level of accuracy

Additional Information

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job 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 and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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Pay Range: $23.8 - 43 USD

Where We Work

Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.