Strategic Customer Accounts Specialist

AbbVie Inc.; Florham Park (NJ); Presencial; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) plan

Paid time off

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Critical thinking

Independent work

Team collaboration

Leadership

Time management

Problem solving

Coaching

Educación

Bachelor's degree

Advanced degree or certifications preferred

Herramientas

CRM software

Descripción del empleo

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.