Specialist, Customer Account

AbbVie Inc.; Florham Park (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

AbbVie Inc. is seeking a Customer Account Specialist to be a dedicated account owner, delivering advanced support to higher-tier domestic customers in private practices, clinics, and pharmacies.

The role emphasizes independent decision-making, cross-functional leadership, and process improvements to drive service excellence. Candidates should have a Bachelor's degree and 3–5 years in customer service, with CRM proficiency and Lean/Six Sigma familiarity encouraged.

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience; advanced degree or certifications preferred.
• 3–5 years in a customer service role, preferably in a complex or regulated industry.
• Exceptional critical thinking, problem-solving, and decision‑making skills.
• Proven ability to work independently with minimal supervision.
• Demonstrated experience in high‑level team collaboration and leadership.
• Excellent organizational and time management skills.
• Experience mentoring/training peers or subordinates preferred.
• Proficiency in CRM software and data‑driven decision‑making tools preferred.
• Experience with Six Sigma or Lean methods preferred.

Responsibilities

• Utilize critical thinking to analyze and resolve complex customer service issues beyond basic troubleshooting.
• Independently decide on customer issues and service requests with minimal supervision.
• Lead cross-functional teams to improve service processes and outcomes.
• Prioritize and manage multiple high-stakes tasks and deadlines.
• Develop and maintain relationships with key customers for satisfaction.
• Identify opportunities for process improvements and implement new systems or processes.
• Provide coaching and training on complex return cases and issue resolution.
• Assist in developing and implementing customer service strategies to drive excellence.
• Monitor and report on KPIs to drive improvements in service delivery.
• Engage internal/external stakeholders to advocate for customer needs.

Skills

Critical thinking

Independent work

Team collaboration

Leadership

Time management

Problem solving

Coaching

Education

Bachelor's degree

Advanced degree or certifications preferred

Tools

CRM software

Job description

Company 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.

Job Description

The primary purpose of the Customer Account Specialist is to be a dedicated account owner and offer advanced customer support services, to higher-tier domestic customers in private practices, specialist clinics and pharmacies.

Responsibilities

• Utilize critical thinking skills to analyze and resolve complex customer service issues, going beyond basic troubleshooting.


• Independently make decisions regarding customer issues and service requests without constant supervisory input.


• Actively participate in and often lead cross-functional teams to improve customer service processes and outcomes.


• Prioritize and manage multiple high-stakes tasks and projects efficiently, ensuring deadlines are met and quality is maintained.


• Develop and maintain professional relationships with key customers, understanding their needs and ensuring their utmost satisfaction.


• Identify opportunities for process enhancements and actively contribute to the implementation of new systems or processes.


• Provide guidance and training to junior team members. Provide coaching and guidance on complex return cases, order issue resolution, problem-solving techniques, and customer service best practices.


• Assist in the development and implementation of customer service strategies and initiatives to drive service excellence.


• Monitor and report on key performance indicators, using data to drive improvements in service delivery.


• Engage with various internal and external stakeholders to advocate for the needs and interests of customers effectively.

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience. Advanced degree or specialized certifications in customer service excellence preferred.


• At least 3-5 years of experience in a customer service role, preferably in a complex or regulated industry.


• Exceptional critical thinking, problem-solving, and decision‑making skills.


• Proven ability to work independently with minimal supervision.


• Demonstrated experience in high‑level team collaboration and leadership.


• Excellent organizational and time management skills.


• Experience in mentoring and training peers or subordinates preferred.


• Proficiency in customer relationship management (CRM) software and data‑driven decision‑making tools preferred.


• Experience with process improvement methodologies such as Six Sigma or Lean preferred.

Additional Information

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 pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employer remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable 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