Senior Specialist, Customer Account

About the Role

The Customer Service Specialist supports domestic top-tier customers including wholesale, largest regional, and retail accounts representing 98% of domestic pharma sales. This role involves day-to-day order management using the Order to Cash process to ensure on-time and complete delivery of crucial medicines. The Specialist researches and resolves customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing while driving collaboration across business partners to ensure customer loyalty and achieve sales/revenue objectives.

Responsibilities

• Ownership of high-profile customer orders, including order entry, order status tracking, document creation, order release, shipment tracking, sales recognition, document management, and reporting for various order types (EDI, fax, email, phone) for RX, OTC, control drugs, serialized products, and clinical trials.
• Research and resolve shipping, ASN/DSCSA, and billing discrepancies from initial inquiry to resolution.
• Oversee customer orders, including donation orders, product requisitions, PAF emergency orders, and product replacements.
• Serve AbbVie National Wholesale Directors, Executives, OTC Leadership, vendors, wholesale/retail customers, sales force, healthcare providers, government entities, hospitals, and institutions.
• Design and generate standard and ad-hoc reports for tracking, monitoring, and analyzing data.
• Process returns according to Terms and Conditions.
• Drive AbbVie project initiatives and deliverables, including customer/product divestitures, discontinued products, new product launches, and other assigned projects.
• Review and approve the Online Resource Manual and Customer Relations Digest.
• Analyze top-tier customer Scorecard requirements to measure AbbVie service levels and report progress to internal stakeholders and upper management.
• Monitor and measure Key Performance Indicators to ensure service level goals meet or exceed expectations; identify and initiate process improvements for superior customer service.
• Adhere to core behaviors: All for One AbbVie, Decide Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real.
• Complete and apply all quality, regulatory safety, and compliance training; fulfill audit documentation requirements for internal Quality, external regulatory agencies, and customers.
• Provide timely and accurate documentation for Legal requests in response to litigation.

Requirements

• Bachelor’s degree, preferably in business, or a minimum of 3-5 years of customer service-related experience.
• Knowledge of current Good Manufacturing Practices (cGMP), FDA regulations, and pharmaceutical marketing and manufacturing principles.
• Proficiency in relevant software: Advanced Microsoft Office (Excel/pivot tables, Word), ERP/SAP, SharePoint, and customer feedback systems.
• Ability to lead, facilitate, and present meetings.
• Strong interpersonal skills to interact with all levels of personnel, customers, and vendors.
• Analytical and problem-solving skills with the ability to conduct root cause analysis and make strategic decisions.
• Ability to multitask, prioritize work, manage time effectively, and maintain a high level of accuracy.
• Ability to work independently and in a team environment.
• Experience managing multiple projects, identifying risks/gaps, and tracking action items to meet timelines.
• Retain and apply business knowledge to improve efficiency aligned with operating procedures.

Pay

The compensation range for this role is based on the job grade and may vary depending on geographic location and other factors. The range may be modified in the future. This position is eligible to participate in short-term incentive programs.

Benefits

• Comprehensive benefits package including paid time off (vacation, holidays, sick leave).
• Medical, dental, and vision insurance.
• 401(k) retirement plan for eligible employees.