Manager, Section Customer Service

AbbVie; Florham Park (NJ); On-site; USD 106,000 - 203,000; Full time

Job summary

A leading healthcare company located in Florham Park, NJ, is seeking a Manager of Customer Service to lead the Customer Service team. The role requires strong leadership and analytical skills, with responsibilities including the implementation of effective customer service strategies, overseeing order management, and fostering a culture of inclusivity within the team. Candidates should have a relevant degree and substantial supervisory experience.

Qualifications

• 5 years of proven supervisory experience in a Customer Service environment.
• Proven knowledge of Order to Cash business systems and processes.
• Ability to troubleshoot and implement business solutions.

Responsibilities

• Lead and manage the Customer Service team for high-quality customer support.
• Implement Customer Service strategies to ensure seamless customer experience.
• Oversee Order to Cash processes and KPI goals.

Skills

Leadership

Analytical thinking

Communication

Problem-solving

Education

BS/BA degree in related fields (Finance, Supply Chain, Business)

Tools

SAP

ERP systems

Job description

This range is provided by AbbVie. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$106,500.00/yr - $202,500.00/yr

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio.

Job Description

Manager, Customer Service
The Manager of Customer Service leads and manages the Customer Service team, ensuring the delivery of high-quality support and services to AbbVie’s Customers, including physicians, retailers, and wholesalers.

Responsible for the planning, implementation, and execution of all Customer Service strategies, supporting U.S. Pharma and OTC (Over The Counter) businesses through various distribution channels.

Ensure that our Customer Service team excels in representing AbbVie to our customers by providing comprehensive training and maintaining high standards of personnel qualifications and team collaboration.

Responsible for maintaining KPI goals related to service levels including but not limited to order management & fulfilment, product returns, call monitoring, and work force management.

Ensure compliance with financial policies and government regulations including Sarbanes-Oxley (SOX), FDA, and DEA.

Uphold AbbVie’s culture and actively support an inclusive workspace that values every team member and promotes collaboration, diversity, and excellence within Customer Service.

Major Responsibilities:

• Develop and implement Customer Service, Commercial and Supply Chain business strategies, services, processes, and procedures to ensure seamless customer and patient experience.
• Leverage strong business acumen to make informed decisions, optimize processes, and drive strategic initiatives that enhance customer satisfaction and operational efficiency.
• Oversees Order to Cash processes, including efficient and timely order management and allocation.
• Lead and facilitate meetings and projects across all levels of the Commercial, Trade and Supply Chain departments.
• Research, identify, and implement business solutions and technologies that address evolving customer expectations.
• Oversee the returns process ensuring efficient handling and resolution of returned goods, including Standard Returns and Recalls.
• Oversees all aspects of people management, including implementing recognition programs, ensuring accurate compensation, creating and monitoring succession and development plans, coaching and mentoring, setting goals and conducting annual performance-based merit reviews.
• Responsible CS Operations Analytics for collaboration of AbbVie SharePoint and operations including Customer Service KPI, Metrics, and task assignment scheduling.
• Demonstrates advanced analytical thinking and problem-solving abilities.
• Champion financial initiatives, review and recommend continuous improvement projects, support change requests.
• Foster culture of inclusivity, actively listen to team members, drive continuous improvements, and maintain a healthy and positive workplace environment.

Qualifications

• BS/BA degree in related fields (Finance, Supply Chain, Business) or proven equivalent Customer Service Experience.
• 5 years of proven supervisory experience in a Customer Service environment or a related area that has customer contact experience.
• Proven knowledge of Order to Cash business systems and process.
• Proven written and verbal communication skills required.
• Understanding and knowledge of SAP and ERP systems; analytical approach and ability to trouble shoot.

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.