Customer Service Specialist

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 Twitter, Facebook, Instagram, YouTube and LinkedIn. 

Job Description

Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels and efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do. 

This role is responsible for order and inventory management, suspicious order responsibilities, this includes system administrator functions, product allocations, sales order (analysis, reporting, metrics) processing virtual orders, non-product billing, stock transfer orders and Data Stewardship Platform. requests.

This role is responsible for account management of Contract Manufactured products, bulk/export in compliance with Supply Agreement terms. This includes securing customer purchase orders, order confirmation and processing through the Order to Cash functions, logistic planning, new product launches, customer engagement and reporting.

This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the company’s sales / revenue objectives measured by customer Service Level Agreements. Performance measurement must reflect the highest level of operational effectiveness and deliver exceptional customer service. This role will enable the Customer Relations Specialist to network and establish career path opportunities from multiple partner areas within the company.

Administer day-to-day activities of customer service:

• Service to AbbVie Commercial Leadership, Master Data, Customer Relations, Demand Planning, Contract Manufacturing Operations, Logistics, Supply Chain Planner’s, Finance, Receivables Management, Pricing Operations, Quality, Regulatory TPM,
• Drive results for order and inventory management requirements including maintaining product allocation, inventory analysis and report requirements.
• Ownership to drive deliverables for contract manufacturing and export/bulk orders according to forecast requirements, including order entry, order status, document creation, order release tracking through order validations, logistic planning, domestic order booking, letters of credit, proforma invoices, Certificate of Analysis, Certificate of Conformance, Advance Ship Notification, account maintenance, credit avoidance, stock transfer orders and virtual orders
• Generates/Distributes daily Open Order and Shipment Report to monitor service levels, expected requested delivery date to material release date. Secure product release dates, communicates changes to customers. Provides shipment target dates to customers and service level monthly results
• Facilitate Customer Partnership Meetings and Monthly Meetings: prepare agenda, meeting minutes, action items, disseminate information and track action items to closure terms.
• Create inquiries for customer shipping, price and DSCSA discrepancies
• Review documents and customer profiles for On-line Resource manual, Customer Relations Digest
• Drive AbbVie project initiatives and deliverables to timeline, support product divesture requirements, discontinued products, new product launches, EDI onboarding, and other projects assigned
• Generate, Adhoc reports for product specific requirements and metrics
• Oversight of customer feedback through KANA system, On the Job Trainer
• Oversight of the Data Stewardship Platform (DSP)

Drive Continuous Improvement:

• Analyze inventory supply levels, report progress/performance to internal stakeholders
• Monitor, measure and generate results for Key Performance Indicators for Support Services metrics to ensure service level goals meet/exceed expectations
• Identify and initiate process improvements changes 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
• Oversee 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
• Requires minimum of 3 years’ experience Customer Service Representative or equivalent
• 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 meetings, and provide Minute Meetings/action items
• Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process
• Order and Inventory management. 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, 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 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 a 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 employee 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, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status. US & Puerto Rico only – to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

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