Specialist, Customer Account

About the role

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. The primary purpose of the Customer Account Specialist is to be a dedicated account owner and offer advanced customer support services, to higher-tier domestic customers in private practices, specialist clinics and pharmacies.

Responsibilities

• Utilize critical thinking skills to analyze and resolve complex customer service issues, going beyond basic troubleshooting.
• Independently make decisions regarding customer issues and service requests without constant supervisory input.
• Actively participate in and often lead cross-functional teams to improve customer service processes and outcomes.
• Prioritize and manage multiple high-stakes tasks and projects efficiently, ensuring deadlines are met and quality is maintained.
• Develop and maintain professional relationships with key customers, understanding their needs and ensuring their utmost satisfaction.
• Identify opportunities for process enhancements and actively contribute to the implementation of new systems or processes.
• Provide guidance and training to junior team members.
• Provide coaching and guidance on complex return cases, order issue resolution, problem-solving techniques, and customer service best practices.
• Assist in the development and implementation of customer service strategies and initiatives to drive service excellence.
• Monitor and report on key performance indicators, using data to drive improvements in service delivery.
• Engage with various internal and external stakeholders to advocate for the needs and interests of customers effectively.

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• Advanced degree or specialized certifications in customer service excellence preferred.
• At least 3-5 years of experience in a customer service role, preferably in a complex or regulated industry.

Skills

• Exceptional critical thinking, problem-solving, and decision-making skills.
• Proven ability to work independently with minimal supervision.
• Demonstrated experience in high-level team collaboration and leadership.
• Excellent organizational and time management skills.
• Experience in