Senior Customer Account & Order Specialist

AbbVie; New Jersey; On-site; USD 50,000 - 70,000; Full time

Job summary

AbbVie is seeking a Customer Service Specialist in the United States (New Jersey) to manage high-profile customer orders, monitor order status, and ensure on-time delivery of essential medicines across RX, OTC, and controlled products. You will collaborate with wholesale and healthcare partners, generate reports, and handle returns and billing discrepancies while upholding AbbVie’s compliance standards.

The role emphasizes cross-functional collaboration to meet sales and revenue objectives,

Responsibilities

• Ownership of high-profile customer orders, including order entry, order status, document creation, order release tracking through order validations, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, and clinical trials.
• Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution
• Overseecustomer orders, including order entry, order status, document creation, order release, shipment tracking, sales recognition, document management, and reporting for various, donation orders, product requisitions, PAF emergency orders, product replacement
• Service to AbbVie National Wholesale Directors, Executives & OTC Leadership, AbbVie vendor’s, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions
• Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data
• Process returns according to Terms and Conditions
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches and other projects assigned
• Review and approve On-line Resource manual, Customer Relations Digest
• Drive Continuous Improvement: Analyze top tiercustomer Scorecard requirements to measure AbbVie service levels. Report progress/performance to internal stakeholders and upper management Monitor and measure Key Performance Indicators to ensure service level goals meet/exceed expectations. Identify and initiate change of process improvements where applicable for superior customer service including new customer requirements
• Compliance: Adhere to core behaviors and demonstrates: 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 Fulfill audit documentation requirements for internal Quality, external regulatory agencies and/or customer Provide timely and accurate documentation for Legal requests in response to litigation

Job description

AbbVie is seeking a Customer Service Specialist in the United States (New Jersey) to manage high-profile customer orders, monitor order status, and ensure on-time delivery of essential medicines across RX, OTC, and controlled products. You will collaborate with wholesale and healthcare partners, generate reports, and handle returns and billing discrepancies while upholding AbbVie’s compliance standards.

The role emphasizes cross-functional collaboration to meet sales and revenue objectives,