Order Management Specialist — 12‑Month Pharma Contract

AbbVie; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

AbbVie in Sydney is seeking an Order Management Specialist on a 12-month max term contract to own end-to-end order processing for Australia’s leading pharmaceutical wholesalers and healthcare customers, ensuring patients receive timely access to therapies.

This role sits at the intersection of customer operations, supply chain, commercial teams and patient care, leveraging SAP, OTC, Salesforce and SharePoint to improve accuracy, speed and service levels across order entry, validation, shipment

Qualifications

• Experience in customer service, order management, or a related operations role.
• Organised and detail-oriented.
• Comfortable with systems and learning new technology.
• Experience with SAP (SD) and OTC processes preferred.
• CRM systems (Salesforce) and MS Office 365 preferred.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication, stakeholder management.
• Ability to work independently and cross-functionally.

Responsibilities

• Own end-to-end order management for key wholesale and retail accounts using SAP and the Order to Cash (OTC) process — including order entry, validation, shipment tracking, sales recognition, and reporting across EDI, email, fax, and controlled drug order types.
• Manage Salesforce case management, ensuring priority cases are resolved within agreed SLA/KPI metrics.
• Resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing with speed and accuracy.
• Oversee equipment procurement, delivery, and maintenance coordination to support hospital patient care requirements.
• Analyse order and return data through customer scorecards and KPIs to identify trends and drive continuous improvement.
• Lead and participate in process improvement initiatives, leveraging analytics to enhance efficiency and customer satisfaction.
• Collaborate cross-functionally with sales, supply chain, finance, and quality to optimise orders, returns, and new product launches.
• Act as Subject Matter Expert and On-the-Job Trainer (OJT) for customer service policies including orders, returns, and support services.
• Drive AbbVie project initiatives including customer/product divestiture, discontinued products, and pipeline management.
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.

Skills

Order management

Customer service

Sales support

Logistics coordination

SAP

OTC processes

Salesforce

MS Office

Detail oriented

Tools

SAP SD module

OTC

Salesforce

SharePoint

MS Office 365

Job description

AbbVie in Sydney is seeking an Order Management Specialist on a 12-month max term contract to own end-to-end order processing for Australia’s leading pharmaceutical wholesalers and healthcare customers, ensuring patients receive timely access to therapies.

This role sits at the intersection of customer operations, supply chain, commercial teams and patient care, leveraging SAP, OTC, Salesforce and SharePoint to improve accuracy, speed and service levels across order entry, validation, shipment