Customer Service Representative

Company Description

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Job Description

The Customer Service Representative will provide Best in Class customer service and support to Direct to Physician (DTP), wholesalers, pharmacies, and hospitals. These objectives will be accomplished by processing orders through EDI, phone, e-mail, and fax. This representative will also communicate directly with stakeholders including customers, sales force, and internal departments. Additionally, the representative will resolve customer complaints and interact with the warehouse and transportation teams to resolve inquiries regarding shipping discrepancies.

• Process revenue generating customer orders including order entry, order status, document creation, order release tracking through order validations, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting for various order types; phone, fax, OD tool/email, EDI.
• Process Luprolink, customer inventory management system (orders, history, reports)
• Act as an advocate for the customer to resolve service problems quickly.
• Establish and maintain positive working relationships with internal departments such as receivables, pricing, marketing, returned goods, warehousing, and transportation to ensure smooth operations.
• Collaborate with customers and AbbVie personnel to establish mutually agreeable lead-times for product delivery and schedule activities to consistently achieve those lead-times.
• Investigate customer discrepancies and ensure inquiries are processed and managed efficiently and closed in a timely manner.
• Identify and evaluate cost-effective opportunities to streamline operations, enhance customer service, and minimize operational expenses.
• Complete/apply all quality, regulatory, safety, and compliance training.

Qualifications

• High School Diploma or GED is required, Bachelor’s degree preferred.
• Minimum 2 years of Customer Service-related experience.
• Proficient in relevant software; Microsoft Office, SharePoint, SAP or ERP is preferred.
• Exceptional verbal and written communication skills, combined with strong interpersonal abilities, to effectively communicate and engage with diverse stakeholders, i.e., customers and internal support team.
• Strategic problem-solving and analytical skills.
• Ability to establish and maintain effective relationships with stakeholders at all levels within the organization.
• Complete all required training and continuing education including seminars and annual procedure reviews, to function effectively in various aspects of the position.

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. ​

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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 employee 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, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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