Customer Service Ops Lead - SAP & Data SME

ABBVIE; Florham Park (NJ); On-site; USD 75,000 - 143,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k) retirement plan

Job summary

AbbVie is seeking a Customer Service Lead to oversee daily operations across the OneHUB Customer Operations, Global Supply Chain, Finance and Logistics organization. You will serve as a SME in SAP, data stewardship, and order management, focusing on performance, regulatory compliance, and continuous improvement.

Collaboration with cross-functional teams is essential. The role requires strong analytical skills, ability to manage multiple projects, and effective leadership to deliver exceptional

Qualifications

• Bachelor's degree preferred in business or related field
• 3-5 years’ customer service-related experience
• Knowledge of cGMP, FDA, and regulatory pharmaceutical principles
• Proficient in Excel/pivot, Word, ERP/SAP/Fiori, SharePoint
• Lead and facilitate meetings with cross-functional teams
• Strong analytical and root-cause analysis skills
• Ability to work independently and in a team environment
• Ability to manage multiple projects and drive timelines

Responsibilities

• Oversee day-to-day customer service activities and act as SME for SAP and related processes
• Manage customer master data, EDI, and order management, incl. RX, OTC, and controlled drugs
• Monitor and report customer service KPIs and drive continuous improvements
• Prepare and present performance metrics to leadership with actionable insights
• Ensure compliance with quality, regulatory, and audit requirements
• Support new product launches with stakeholders and project teams
• Provide on-the-job training and front-line escalation support
• Analyze complex issues and develop well-supported solutions

Skills

SME knowledge

Analytical thinking

Decision-making

Cross-functional collaboration

Meeting facilitation

SAP/Fiori

Education

Bachelor's degree

3-5 years customer service experience

Tools

SAP

EDI

Microsoft Office

Job description

AbbVie is seeking a Customer Service Lead to oversee daily operations across the OneHUB Customer Operations, Global Supply Chain, Finance and Logistics organization. You will serve as a SME in SAP, data stewardship, and order management, focusing on performance, regulatory compliance, and continuous improvement.

Collaboration with cross-functional teams is essential. The role requires strong analytical skills, ability to manage multiple projects, and effective leadership to deliver exceptional