Customer Service Specialist

About AbbVie

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. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

The Distribution and Order Management Specialist is responsible for supporting top-tier domestic customers including wholesale & retail accounts representing 98% of domestic pharma sales. Day-to-day order management utilises the Order to Cash process to deliver deliverables to ensure on-time & complete delivery of crucial medicines to customers. The role requires timely research & resolution for customer inquiries related to shipping, pricing discrepancies, product returns, & credit processing to reflect the highest level of operational effectiveness & deliver exceptional customer service. It drives collaboration with business partners throughout the organisation to ensure customer loyalty.

NOTE: This is a 12 month Max Term Contract opportunity. 

KEY DUTIES AND RESPONSIBILITIES

• Ownership of highest-level customers, including order entry, order status, document creation, order release tracking through order validations, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, serialised products, and controlled drugs.
• Ability to work in Salesforce case management system efficiently and ensure all priority cases are managed well and closed within agreed metrics. 
• Function as Subject Matter Expert and On-the-Job Trainer (OJT) to support the onboarding/cross training program.
• Analyse order data and trends through Customer Scorecards and KPIs to provide best in class service, implement solutions and drive continuous improvement initiatives.
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches, pipeline management, and other projects assigned. 
• Oversee the planning, coordination, and execution of equipment procurement, delivery and maintenance to ensure hospitals have the necessary medical devices for patient care.  
• Ability to collaborate effectively with cross functional teams to optimise orders and return processes, identify areas for improvement, implement solutions, and influence others to contribute to the achievement of team goals.
• Utilise analytics to analyse order and return data and identify trends for process improvements. 
• Manage return and troubleshooting complex issues and providing guidance. 
• Lead and participate in continuous improvement initiatives, analysing order and return trends through analytics techniques, and making recommendations to enhance overall efficiency and customer satisfaction. 
• Function as a subject matter expert in Customer Service policies and procedures including orders, returns, and, support services, staying updated with industry trends and market demands. 
• Complete/apply all quality, regulatory, safety, and compliance training. 
• Fulfill audit documentation requirements for internal Quality, external regulatory agencies, and/or customer. 
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
• Adhere to AbbVie’s internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties, as requested.

• Minimum of 3-5 years customer service-related experience.
• Excellent written and verbal communication skills, including active listening and empathy. 
• 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.
• High level of proficiency in MS Office 365, ERP/SAP, SharePoint
• Ability to multitask, prioritise work, effective time management and organisational skills, with a highly proficient level of accuracy.
• Must demonstrate ability to be forward-thinking, including innovative strategies that align with AbbVie and customer objectives. 
• Builds strong relationships with peers and cross functionally with partners outside of team to enable higher performance. 
• Ability to work independently and in a team environment.
• Ability to interact with all levels of personnel including Executive Leadership, customers, and vendor accountability aligned to AbbVie business process.

Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing **********@abbvie.com or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.

WAYS WE WORK

• All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.
• Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.
• Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.
• Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.
• Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers. 
• AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws. 
• All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law. 
• Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 
• AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html