Senior Specialist, Customer Account

AbbVie; Illinois; On-site; USD 52,000 - 76,000; Full time

Job summary

AbbVie is seeking a Customer Service Specialist to support domestic top-tier customers and manage order-to-cash processes, ensuring on-time delivery of medicines. You will handle inquiries related to shipping, pricing discrepancies, returns, and credit processing while collaborating with partners to uphold customer loyalty.

You will oversee high-profile orders from entry to release, generate reports, and assist with compliance and quality training to meet regulatory standards and company goals.

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.

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.

The Customer Service Specialist is responsible for supporting domestic top-tier domestic customers including wholesale, largest regional, & retail accounts representing 98% of domestic pharma sales. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of crucial medicines to customers.

Timely research & resolution for customer inquiries related to shipping, pricing discrepancies, product returns, & credit processing. Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time & complete delivery of goods.

This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the company’s sales / revenue objectives measured by customer scorecards. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service.

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

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 Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.

Note: No amount of payis considered to be wages or compensation until such amount is earned, vested, and determinable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company'ssoleandabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, 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