Specialist, Customer Account

SmartRecruiters, Inc.; North Chicago (IL); On-site; USD 59,000 - 104,000; Full time

Job summary

AbbVie seeks a Customer Account Specialist to own dedicated accounts and provide advanced support for high-tier domestic customers in private practices, clinics, and pharmacies.

The role emphasizes independent decision-making, leading process improvements, and coaching junior staff while building strong relationships with key customers to ensure satisfaction and successful outcomes.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3-5 years of experience in a customer service role 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 CRM software and data-driven decision-making tools preferred.
• Experience with Six Sigma or Lean preferred.

Responsibilities

• Analyze and resolve complex customer service issues beyond basic troubleshooting.
• Independently decide on customer issues and service requests without constant supervision.
• Lead cross-functional teams to improve customer service processes and outcomes.
• Prioritize and manage multiple high-stakes tasks with deadlines and quality.
• Develop and maintain relationships with key customers to ensure satisfaction.
• Identify opportunities for process improvements and help implement new systems or processes.
• Provide coaching and training on complex return cases, order issues, problem-solving, and best practices.
• Assist in developing and implementing customer service strategies and initiatives.
• Monitor and report on key performance indicators to drive improvements.

Skills

Critical thinking

Problem-solving

Independent work

Team leadership

Time management

Mentoring

CRM software

Six Sigma/Lean

Education

Bachelor’s degree in a relevant field or equivalent experience

Tools

CRM software

Job description

• Compensation: USD 58,656 - USD 103,500 - yearly

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 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 orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin 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 toparticipatein our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.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.