Customer Account Specialist - Florham Park, NJ

Military Spouse Corporate Career Network•Florham Park, NJ

2d•Onsite

About The Position

The Customer Service 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 crucial medicines are delivered on time and complete. It researches and resolves customer inquiries involving shipping, pricing discrepancies, returns, and credits, and collaborates with internal business partners to support customer loyalty and company sales and revenue objectives. The position owns high-dollar customer orders from entry through delivery and related documentation, tracking, validation, monitoring, and reporting. It addresses shipping, ASN/DSCSA, and billing discrepancies; manages drop-ship and clinical-trial order processes; generates reports; and works with internal teams and retail and wholesale partners to resolve order-related issues. The role also leads projects involving account maintenance and returns and credits/debits, uses order and return analytics to identify process improvements, and serves as a subject matter expert who mentors associates. The specialist monitors assigned retail and wholesale order pipelines for accuracy and timeliness. The role also completes required quality, regulatory, safety, and compliance training and provides documentation for audits and legal requests related to litigation.

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), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and applications.
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, prioritize work, manage time effectively, and stay organized with 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

Manage day-to-day customer orders using the Order to Cash process to support on-time, complete delivery.
Research and resolve customer inquiries involving shipping, pricing discrepancies, product returns, and credit processing.
Own high-dollar customer orders, including order entry, status updates, document creation, order-release tracking and validations, suspicious-order monitoring, IDOC error resolution, shipment tracking, sales recognition, document management, and reporting.
Manage orders across 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 for tracking, monitoring, and data analysis.
Collaborate with internal teams and retail and wholesale partners to resolve order 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 to completion within designated timelines.
Collaborate with cross-functional teams to optimize 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 account maintenance, return cases, order issue resolution, problem-solving, and customer service practices.
Monitor and manage assigned retail and wholesale account order pipelines to ensure accurate, timely processing.
Complete and apply required quality, regulatory, safety, and compliance training.
Fulfill internal quality, external regulatory, and customer audit documentation requirements.
Provide timely and accurate documentation for legal requests related to litigation.