Group Lead, Customer Service Distribution

AbbVie; Illinois; On-site; USD 85,000 - 110,000; Full time

Job summary

AbbVie is seeking a Customer Service Lead to oversee daily operations and data stewardship within its global supply chain. The role requires SME knowledge of SAP/Fiori and EDI-based order management, with an emphasis on KPI-driven performance and exceptional customer service.

The ideal candidate will bring 3–5 years of customer service experience, strong analytical skills and the ability to collaborate with cross-functional teams to meet regulatory and business objectives.

Qualifications

• Bachelor's degree preferred or 3–5 years in customer service.
• Knowledge of cGMP, FDA and regulatory pharmaceutical principles.
• Proficiency in Excel, Word and ERP/SAP/Fiori; SharePoint handling experience.
• Able to lead meetings with cross-functional teams and influence stakeholders.
• Strong decision-making, analytical and problem-solving skills.

Responsibilities

• Oversee daily customer service operations and data stewardship activities.
• Serve as SME for SAP, DSP processes, and order management including EDI orders.
• Monitor KPIs and prepare performance metrics for leadership review.
• Drive continuous improvements and coordinate for new product launches.
• Ensure compliance with quality, regulatory training and audit requirements.

Skills

Leadership

Cross-functional collaboration

Problem solving

Data analysis

Education

Bachelor's degree in business or related field

Tools

SAP/Fiori

EDI

ASN/DSCSA

SharePoint

Job description

About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Customer Service embraces the responsibility of making a remarkable impact on people’s life 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.

The Customer Service Lead is responsible for the business process oversight of daily customer service operations, providing team support and service to internal and external stakeholders ensuring compliance with KPIs, regulatory, training, performance, projects that drive for efficiency.

Serves as a Subject Matter Expert (SME) in SAP, customer operations processes, and knowledge of cross-functional areas throughout the OneHUB Customer Operations, Global Supply Chain, Finance and Logistics organization.

Timely resolution of team performance for KPIs and metrics related to Account Maintenance/Data Steward Platform (DSP) and order process for export and contract manufacturing with focus on continuous improvements.

• This role collaborates with the Customer Operations management team and business partners across the organization to support customer loyalty and the achievement of the company’s objectives by delivering exceptional customer service.

Administer day-to-day activities of customer service:

• Serve as a subject matter expert (SME), on-the-job trainer (OJT), and front-line escalation point for customer issue resolution.
• Oversee customer master data processes through the Data Steward Platform, EDI, and standard order management from initial receipt through delivery. Manage a range of order types, including EDI orders for RX, OTC, and controlled drugs; serialized products; customer orders; controlled drug order monitoring; stock transfer orders; CMAF product billing; export; TOPA, and contract manufacturing.
• Generate, analyze, and present customer service performance metrics to leadership, providing actionable insights and recommendations.
• Demonstrate proven SME knowledge of customer service business applications, SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
• Conduct daily review of department functions, prioritizing and assigning key personnel to ensure all responsibilities are completed within established expectations.
• Fulfill audit requirements from internal, external agencies, or customers.
• Drive new product launch requirements and project initiatives in collaboration with stakeholders and project management to ensure deliverables are met on schedule.
• Demonstrates the ability to systematically analyze complex customer issues, identify underlying causes, and develop well-supported solutions.

Compliance:

• Adhere to AbbVie culture demonstrating 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, Legal, external regulatory agencies, and/or customer.

• Bachelor's degree preferably in business, or related field or minimum of 3-5 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, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, customer feedback system
• Lead and facilitate meetings with AbbVie cross functional teams and vendors.
• Proven decision-making skills paired with the ability to engage and influence cross functional teams to execute complex solutions.
• Analytical and critical thinking skills, conduct a root cause analysis and implement changes.
• Function as a positive change agent, ability to drive a strong, collaborative culture throughout the organization.
• Ability to work independently and in a team environment.
• Lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables.

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 Companybelieves ingood faith it will pay for this roleat thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on manyfactors including geographiclocation,andwemay ultimately pay more or less than the posted range. This range may bemodified in thefuture.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.

• This job is eligible toparticipate in our short-term incentiveprograms.Note: No amount of payis considered to bewages or compensation until such amount isearned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthatare allocable to a particular employeeremains in the Company’s sole andabsolutediscretion unless and until paid andmay bemodified at the Company’ssoleandabsolutediscretion, consistent withapplicable law.

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:

https://www.abbvie.com/join-us/reasonable-accommodations.html