Group Lead, Customer Service Distribution

About the role

The Customer Service Lead is responsible for overseeing daily customer service operations, providing support to internal and external stakeholders, ensuring compliance with Key Performance Indicators (KPIs), regulatory standards, and training. They serve as a Subject Matter Expert (SME) in SAP, customer operations processes, and cross-functional areas within the OneHUB Customer Operations, Global Supply Chain, Finance, and Logistics organization.

Responsibilities

• Serves as a Subject Matter Expert (SME), on-the-job trainer (OJT), and front-line escalation point for customer issue resolution.
• Oversees customer master data processes through the Data Steward Platform, EDI, and standard order management from initial receipt through delivery. Manages a range of order types, including EDI orders for RX, OTC, and controlled drugs; serialized products; customer orders; controlled drug order monitoring; stock transfer orders; CMAF product billing; export; TOPA, and contract manufacturing.
• Generates, analyzes, and presents customer service performance metrics to leadership, providing actionable insights and recommendations.
• Demonstrates proven SME knowledge of customer service business applications, SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
• Cover daily review of department functions, prioritizing and assigning key personnel to ensure all responsibilities are completed within established expectations.
• Fulfills audit requirements from internal, external agencies, or customers.
• Drives new product launch requirements and project initiatives in collaboration with stakeholders and project management to ensure deliverables are met on schedule.
• Demonstrates the ability to systematically analyze complex customer issues, identify underlying causes, and develop well-supported solutions.

Requirements

• Bachelor's degree preferably in business, or related field 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/pivot, Word), ERP/SAP/Fiori, SharePoint, customer feedback system.
• Lead and facilitate meetings with AbbVie cross-functional teams and vendors.
• Proven decision-making skills paired with the ability to engage and influence cross-functional teams to execute complex solutions.
• Analytical and critical thinking skills, conduct a root cause analysis and implement changes.
• Function as a positive change agent, ability to drive a strong, collaborative culture throughout the organization.
• Lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables.

Qualifications

• Adhere to AbbVie culture demonstrating All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real
• Complete/apply all quality, regulatory safety, and compliance training.
• Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies, and/or customer.

Skills

• Proven decision-making skills paired with the ability to engage and influence cross-functional teams to execute complex solutions.
• Analytical and critical thinking skills, conduct a root cause analysis and implement changes.
• Function as a positive change agent, ability to drive a strong, collaborative culture throughout the organization.
• Lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables.

Benefits

Comprehensive benefits package including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k).

Pay

$75,000 - $142,500 USD

Schedule

Primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.