Customer Account Specialist

Company Description

The Customer Service Specialist is responsible for supporting higher-tier domestic customers (2% of annual gross domestic and Lupron sales) including wholesale, regional, and retail in addition to physicians, pharmacies, hospitals, and government. 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.

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

Job Description

• Generate and distribute ad-hoc reports for tracking, monitoring, and analyzing data. Collaborate with internal teams, retail, and wholesale partners to resolve order-related issues ensuring customer satisfaction and on-time delivery.
• Manage Clinical Trial process including form completion, liaison between customer and business groups, order placement.
• Lead and manage projects related to returns and credits/debits ensuring successful completion within designated timelines.
• Ability to collaborate effectively with cross functional teams to optimize orders and return processes, identify areas for improvement, implement solutions, and influence others to contribute to the achievement of team goals. Utilize analytics to analyze order and return data and identify trends for process improvements.
• Act as Subject Matter Expert (SME) to mentor associates, providing guidance on complex return cases, order issue resolution, problem-solving techniques, and customer service best practices. Monitor and manage the order pipeline for assigned retail and wholesale accounts ensuring orders are processed accurately and timely.
• Compliance:
• Ownership of high dollar 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, RX, OTC, and control drugs. Research/resolve shipping, ASN/DSCSA and billing discrepancies from initial inquiry to resolution.
• Manage drop ship order process including account set-up and order placement.
• 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.
  
  
  

Qualifications

• REQUIRED:High school diploma
• PREFERRED:Bachelors degree preferably in business or minimum of 3-5 years customer service-related experience.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
• Proficient in relevant software, Advanced Microsoft Office (Excel, Word), ERP/SAP, SharePoint, customer feedback system.
• Ability to interact with all levels of personnel, customers, and vendor accountability aligned to AbbVie business process.
• Analytical and problem-solving skills with proven ability to conduct a root cause analysis. Able to think analytically and strategically to customer experience and revenue with the ability to make decisions within the scope of responsibility.
• Ability to multitask, prioritize work, effective time management and organizational skills, with a highly proficient level of accuracy.
• Ability to work independently and in a team environment.
• Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures.
  
  
  

Additional Information

Customer Service Operations, Supply Chain, Commercial, Warehousing & Distribution/transportation, Customer Master Data, Demand Planning, Sales Force, Receivables Management, Pricing Operations.

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 AbbVies 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.

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