Company Description

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

Purpose

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, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types; phone, fax, OD tool/email, EDI.
• Initiate Account Maintenance requests for new and existing customer set-up using DSP application.
• Process Luprolink, customer inventory management system (orders, history, reports).
• Process free of charge orders for donations, product requisitions, PAF emergency orders, product replacement.
• Respond to customer on-line feedback (triage and response),
• Create inquiries and investigate customer discrepancies in SAP and Distribution Tracking Compliant System through resolution.
• Understand and create working relationships with all levels of personnel (Receivables Management, Warehouse Operations, Pricing, Distribution, Transportation, Sales Force, Customer Master Data).
• Complete/apply all quality, regulatory, safety, and compliance training.
• Process standard returns, credits, and debits accurately and efficiently.
• Collaborate with team members to troubleshoot and resolve customer issues related to returns.
• Provide exceptional customer service by addressing inquiries and concerns promptly and professionally.

Qualifications

Qualifications

• Requires a high school diploma and minimum 1-2 years’ experience as Customer Service Representative or equivalent.
• Ability to interact with multiple levels of personnel, customers, and sales force; communicate in a clear, concise, and appropriate manner in verbal and written communications.
• Ability to multi-task and change direction to meet business needs while being a positive, change agent. Demonstrates effective allocation of time during the workday.
• Proven, demonstrated analytical and problem-solving skills to conduct root cause analysis. Keen attention to detail with a prominent level of accuracy.
• Demonstrates basic strategic thinking by understanding and aligning customer service efforts with the organization's overall goals and objectives.
• Ability to work independently and in a team environment.
• Proficient in relevant software, Microsoft Office, SharePoint, SAP highly preferred.

Key Stakeholders

Customer Service Operations, Trade/Commercial, Supply Chain, Warehousing & Distribution/transportation, Master Data, Demand Planning, Sales Force, Receivables Management, Vendor’s, Pricing Operations, and Track & Trace

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements understate or local law: ​​

​​

• 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. ​​

​​

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 otherform of compensation and benefits that are allocable to a particular employee remains in the Company'ssole and absolute discretion unless and until paid and may be modified at the Company’s sole andabsolute 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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html