Customer Account Specialist

• Generate and distribute adhoc reports for tracking monitoring and analyzing data. Collaborate with internal teams retail and wholesale partners to resolve orderrelated issues ensuring customer satisfaction and ontime delivery.
• Manage Clinical Trial process including form completion liaison between customer and business groups order placement.
• Lead and manage projects related to returns and credits/debits ensuring successful completion within designated timelines.
• Ability to collaborate effectively with cross functional teams to optimize orders and return processes identify areas for improvement implement solutions and influence others to contribute to the achievement of team goals. Utilize analytics to analyze order and return data and identify trends for process improvements.
• Act as Subject Matter Expert (SME) to mentor associates providing guidance on complex return cases order issue resolution problemsolving techniques and customer service best practices. Monitor and manage the order pipeline for assigned retail and wholesale accounts ensuring orders are processed accurately and timely.
• Compliance:
• Ownership of high dollar customer orders 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 RX OTC and control drugs. Research/resolve shipping ASN/DSCSA and billing discrepancies from initial inquiry to resolution.
• Manage drop ship order process including account setup and order placement.
• Complete/apply all quality regulatory safety and compliance training.
• Fulfill audit documentation requirements for internal quality external regulatory agencies and/or customer.
• Provide timely and accurate documentation for Legal requests in response to litigation.

Qualifications :

• REQUIRED: High school diploma
• PREFERRED:  Bachelors degree preferably in business or minimum of 35 years customer servicerelated 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 Word) ERP/SAP SharePoint customer feedback system.
• Ability to interact with all levels of personnel customers and vendor accountability aligned to AbbVie business process.
• Analytical and problemsolving 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.
• Ability to multitask prioritize work effective time management and organizational skills with a highly proficient level of accuracy.
• Ability to work independently and in a team environment.
• Retain and apply business knowledge to be resourceful for efficiency aligned with operating procedures.

Additional Information :

Customer Service Operations Supply Chain Commercial Warehousing & Distribution/transportation Customer Master Data Demand Planning Sales Force Receivables Management Pricing Operations.

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives serving our community and embracing diversity and inclusion.  It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race color religion national origin age sex (including pregnancy) physical or mental disability medical condition genetic information gender identity or expression sexual orientation marital status status as a protected veteran or any other legally protected group status.

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