Customer Account Specialist - Florham Park, NJ
About The Position
The Customer Account Specialist supports higher-tier domestic customers, including wholesale, regional, and retail accounts, as well as physicians, pharmacies, hospitals, and government customers. The role manages day-to-day orders through the Order to Cash process to help ensure complete, on-time delivery of medicines and promptly researches and resolves customer inquiries involving shipping, pricing discrepancies, returns, and credit processing. The position collaborates with business partners across the organization to support customer loyalty, sales and revenue objectives, operational effectiveness, and exceptional customer service. Responsibilities include managing high-value orders from entry through delivery and sales recognition; resolving shipping, ASN/DSCSA, and billing discrepancies; handling drop-ship orders and clinical-trial processes; producing reports; and leading account maintenance, returns, and credits/debits projects. The specialist also analyzes order and return data, monitors assigned account order pipelines, and serves as a subject matter expert who mentors associates on complex cases and customer-service practices. The role must complete required quality, regulatory, safety, and compliance training; fulfill audit documentation requirements; and provide accurate, timely documentation for legal requests related to litigation. The position is described as on-site unless stated otherwise.
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 requirements, and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
- Proficiency with relevant software, including advanced Microsoft Office (Excel and Word), ERP/SAP, SharePoint, and a customer feedback system.
- Ability to interact with personnel at all levels, customers, and vendors in alignment with AbbVie business processes.
- Analytical and problem-solving skills, including demonstrated ability to conduct root-cause analysis.
- Ability to think analytically and strategically about customer experience and revenue, and make decisions within the scope of responsibility.
- Ability to multitask and prioritize work, with effective time-management and organizational skills and a high level of accuracy.
- Ability to work independently and in a team environment.
- Ability to retain and apply business knowledge and follow operating procedures to support efficiency.
Responsibilities
- Support higher-tier domestic wholesale, regional, and retail customers, as well as physicians, pharmacies, hospitals, and government customers.
- Manage day-to-day orders through the Order to Cash process to support complete, on-time delivery.
- Research and resolve customer inquiries involving shipping, pricing discrepancies, product returns, and credit processing.
- Manage high-value customer orders, including order entry, status, document creation, release tracking, order validation, suspicious order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting.
- Process orders received through EDI, fax, email, phone, RX, OTC, and control-drug channels.
- Research and resolve shipping, ASN/DSCSA, and billing discrepancies from initial inquiry through resolution.
- Manage drop-ship order processes, including account setup and order placement.
- Generate and distribute ad-hoc reports to track, monitor, and analyze data.
- Collaborate with internal teams and retail and wholesale partners to resolve order-related issues and support customer satisfaction and on-time delivery.
- Manage clinical-trial processes, including form completion, liaison between customers and business groups, and order placement.
- Lead and manage account maintenance, returns, and credits/debits projects within designated timelines.
- Collaborate with cross-functional teams to improve order and return processes, identify improvement opportunities, implement solutions, and support team goals.
- Analyze order and return data to identify trends and process improvements.
- Serve as a subject matter expert and mentor associates on complex account maintenance, return cases, order issue resolution, problem-solving, and customer-service practices.
- Monitor and manage order pipelines for assigned retail and wholesale accounts to ensure accurate and timely processing.
- Complete and apply required quality, regulatory, safety, and compliance training.
- Fulfill audit documentation requirements for internal quality, external regulatory agencies, and/or customers.
- Provide timely and accurate documentation for legal requests in response to litigation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
