Customer Account Specialist
About The Position
The Customer Service Specialist supports higher-tier domestic customers, including wholesale, regional, retail, physician, pharmacy, hospital, and government accounts. The role manages daily orders through the Order to Cash process to ensure crucial medicines are delivered completely and on time, while researching and resolving customer inquiries involving shipping, pricing discrepancies, product returns, and credit processing. The specialist owns high-dollar customer orders from entry and status tracking through validation, release, shipment, sales recognition, document management, and reporting. Orders may arrive through EDI, fax, email, phone, RX, OTC, or controlled-drug channels. The role also manages drop-ship and clinical-trial order processes, generates reports, and collaborates with internal teams and external partners to resolve issues and support customer satisfaction and company sales and revenue objectives. The position leads projects involving account maintenance, returns, and credits or debits; uses analytics to identify trends and process improvements; and serves as a subject matter expert who mentors associates on complex cases and customer-service practices. It also requires completion of quality, regulatory, safety, and compliance training and fulfillment of audit and legal documentation requirements.
Requirements
- Bachelor's degree, preferably in business, or 3–5 years of customer-service-related experience.
- Knowledge of current Good Manufacturing Practices (cGMP), the Food and Drug Administration (FDA), 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 customer-feedback systems.
- 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, 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 work resourcefully in alignment with operating procedures.
Responsibilities
- Manage daily customer orders through the Order to Cash process to support complete, on-time delivery.
- Research and resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing.
- Own high-dollar customer orders, including order entry and status, document creation, order-release tracking, order validations, suspicious-order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting.
- Research and resolve shipping, ASN/DSCSA, and billing discrepancies from initial inquiry through resolution.
- Manage drop-ship orders, 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 work between customers and business groups, and order placement.
- Lead projects related to account maintenance, returns, and credits/debits, completing them 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 opportunities for process improvement.
- Mentor associates as a subject matter expert on account maintenance, return cases, order issue resolution, problem-solving, and customer-service practices.
- Monitor and manage the order pipeline for assigned retail and wholesale accounts to ensure accurate, timely processing.
- Complete and apply 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 related to litigation.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical, dental, and vision insurance for eligible employees.
- 401(k) for eligible employees.
- Eligibility to participate in short-term incentive programs.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
