Customer Service Operations Leader - SAP & Data Mastery

AbbVie; Waukegan (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

AbbVie is seeking a Customer Service Lead to oversee daily operations, provide team support, and ensure KPI compliance across internal and external stakeholders. The role requires SME knowledge of SAP/Fiori, EDI, and data stewardship, with an emphasis on process improvements and cross-functional collaboration.

You will drive performance analytics, lead meetings, and support new product launches while maintaining regulatory alignment and high service levels.

Qualifications

• Bachelor's degree or 3–5 years of customer service experience.
• Proficient in MS Office, including Excel (pivot) and Word.
• Knowledge of cGMP/FDA basics is a plus.

Responsibilities

• Oversee customer master data through Data Steward Platform, EDI, and standard order management.
• Generate, analyze, and present customer service performance metrics to leadership.
• Serve as SME on SAP/Fiori, EDI (850, 855, 810, 856) and DSCSA requirements.
• Review department functions daily, prioritize work, and allocate resources to meet expectations.
• Drive new product launch requirements and projects with stakeholders to ensure timely deliverables.
• Fulfill audit requirements from internal and external agencies or customers.

Skills

SAP/Fiori

EDI

SharePoint

Advanced MS Office

Decision making

Analytical thinking

Cross-functional collaboration

Project leadership

Independent work

Education

Bachelor's degree preferred in business

Tools

SAP/Fiori

EDI (850, 855, 810, 856)

MS Excel

Job description

AbbVie is seeking a Customer Service Lead to oversee daily operations, provide team support, and ensure KPI compliance across internal and external stakeholders. The role requires SME knowledge of SAP/Fiori, EDI, and data stewardship, with an emphasis on process improvements and cross-functional collaboration.

You will drive performance analytics, lead meetings, and support new product launches while maintaining regulatory alignment and high service levels.