Senior Customer Experience Specialist

About AbbVie AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie onLinkedIn,Facebook,Instagram,XandYouTube. Company Description About AbbVie AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie onLinkedIn,Facebook,Instagram,XandYouTube. Job Description The Customer Service Specialist is responsible for supporting domestic top-tier domestic customers including wholesale, largest regional, & retail accounts representing 98% of domestic pharma sales. 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. Timely research & resolution for customer inquiries related to shipping, pricing discrepancies, product returns, & credit processing. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of goods. This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the companys sales / revenue objectives measured by customer scorecards. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service. Responsibilities Ownership of high-profile customer orders, including order entry, order status, document creation, order release tracking through order validations, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials. Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution Overseecustomer orders, including order entry, order status, document creation, order release, shipment tracking, sales recognition, document management, and reporting for various, donation orders, product requisitions, PAF emergency orders, product replacement Service to AbbVie National Wholesale Directors, Executives & OTC Leadership, AbbVie vendors, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data Process returns according to Terms and Conditions Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches and other projects assigned Review and approve On-line Resource manual, Customer Relations Digest Drive Continuous Improvement: Analyze top tiercustomer Scorecard requirements to measure AbbVie service levels. Report progress/performance to internal stakeholders and upper management Monitor and measure Key Performance Indicators to ensure service level goals meet/exceed expectations. Identify and initiate change of process improvements where applicable for superior customer service including new customer requirements 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 Fulfill audit documentation requirements for internal Quality, external regulatory agencies and/or customer Provide timely and accurate documentation for Legal requests in response to litigation Qualifications The role requires a bachelor's degree, preferably in business or minimum of 3-5 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, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback system Lead, facilitate and present meetings Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process Analytical and problem-solving skills, and proven ability to conduct a root cause analysis. Able to think analytically and strategically to customer experience and revenue, with the ability to make decisions within the scope of responsibility Ability to multitask, prioritize work, effective time management and organizational skills, with a highly proficient level of accuracy Ability to work independently and in a team environment Manage multiple projects, lead meetings, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures Additional Information Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law: The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture. We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees. This job is eligible toparticipatein our short-term incentiveprograms. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employer remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law. 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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