Customer Service Representative

Responsibilities

• 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
• 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
• Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
• 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.
• 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

Benefits

Additional Information

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.

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