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    Specialist, Customer Service - North Chicago, United States - AbbVie, Inc

    AbbVie, Inc
    AbbVie, Inc North Chicago, United States

    2 weeks ago

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    Description
    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 Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

    Job Description


    The Customer Service Specialist is responsible for supporting top-tier domestic customers including wholesale, largest regional, & retail accounts representing 98% of US pharma sales.

    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.

    This position is responsible for supporting Customer Operation functions to drive sample EDI, IDOC, and inventory reconciliation with 3PL. This role drives collaboration with business partners throughout the organization to ensure customer loyalty. This includes achievement of the company's sales / revenue objectives measured by customer scorecards. Performance measurement must reflect the highest level of operational effectiveness & deliver exceptional customer service.


    • Ownership of high-profile customer orders and samples 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, for RX, OTC, and control drugs, serialized products, and clinical trials.
    • Oversight of EDI IDOCs (monitoring and resolution).
    • Escalate correspondence between stakeholders and cross-functional teams.
    • Daily review of team open order monitoring and issue resolution.
    • Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues.
    • Service to AbbVie National Wholesale Directors, Executives & OTC Leadership, AbbVie vendor's, wholesale/retail customers, sales force, health care providers, government, hospitals, and institutions.
    • Design and generate standard/ad Hoc reports for tracking, monitoring, and analyzing data.
    • Drive AbbVie project initiatives and deliverables to timeline/budget including all sample order activities.
    • Drive Continuous Improvement:
    • Develop Key Performance Indicators (KPIs) to ensure sample orders are processed and delivered according to customer needs.
    • Identify and initiate process improvements where applicable for superior customer service.
    • Compliance:
    • Complete/
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