Group Lead, Customer Service Distribution

AbbVie•Waukegan, IL

15h•$75,000 - $142,500•Onsite

About The Position

Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels and efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do. The Customer Service Lead is responsible for the business process oversight of daily customer service operations, providing team support and service to internal and external stakeholders ensuring compliance with KPIs, regulatory, training, performance, projects that drive for efficiency. Serves as a Subject Matter Expert (SME) in SAP, customer operations processes, and knowledge of cross-functional areas throughout the OneHUB Customer Operations, Global Supply Chain, Finance and Logistics organization. Timely resolution of team performance for KPIs and metrics related to Account Maintenance/Data Steward Platform (DSP) and order process for export and contract manufacturing with focus on continuous improvements. This role collaborates with the Customer Operations management team and business partners across the organization to support customer loyalty and the achievement of the company’s objectives by delivering exceptional customer service. Administer day-to-day activities of customer service: Serve as a subject matter expert (SME), on-the-job trainer (OJT), and front-line escalation point for customer issue resolution. Oversee customer master data processes through the Data Steward Platform, EDI, and standard order management from initial receipt through delivery. Manage a range of order types, including EDI orders for RX, OTC, and controlled drugs; serialized products; customer orders; controlled drug order monitoring; stock transfer orders; CMAF product billing; export; TOPA, and contract manufacturing. Generate, analyze, and present customer service performance metrics to leadership, providing actionable insights and recommendations. Demonstrate proven SME knowledge of customer service business applications, SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements. Conduct daily review of department functions, prioritizing and assigning key personnel to ensure all responsibilities are completed within established expectations. Fulfill audit requirements from internal, external agencies, or customers. Drive new product launch requirements and project initiatives in collaboration with stakeholders and project management to ensure deliverables are met on schedule. Demonstrates the ability to systematically analyze complex customer issues, identify underlying causes, and develop well-supported solutions. Compliance: Adhere to AbbVie culture demonstrating All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real. Complete/apply all quality, regulatory safety, and compliance training. Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies, and/or customer.

Requirements

Bachelor's degree preferably in business, or related field or minimum of 3-5 years’ 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 their application
Proficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, customer feedback system
Lead and facilitate meetings with AbbVie cross functional teams and vendors
Proven decision-making skills paired with the ability to engage and influence cross functional teams to execute complex solutions
Analytical and critical thinking skills, conduct a root cause analysis and implement changes
Function as a positive change agent, ability to drive a strong, collaborative culture throughout the organization
Ability to work independently and in a team environment
Lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables
Demonstrated SME knowledge of customer service business applications, SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements

Responsibilities

Business process oversight of daily customer service operations
Providing team support and service to internal and external stakeholders
Ensuring compliance with KPIs, regulatory, training, and performance standards
Managing projects that drive for efficiency
Serving as a Subject Matter Expert (SME) in SAP, customer operations processes, and cross-functional areas
Resolving team performance issues related to KPIs and metrics for Account Maintenance/Data Steward Platform (DSP) and order process for export and contract manufacturing
Focusing on continuous improvements
Collaborating with the Customer Operations management team and business partners
Supporting customer loyalty and company objectives
Administering day-to-day activities of customer service
Serving as an on-the-job trainer (OJT) and front-line escalation point for customer issue resolution
Overseeing customer master data processes through the Data Steward Platform, EDI, and standard order management
Managing various order types including EDI orders, serialized products, controlled drug orders, stock transfer orders, CMAF product billing, export, TOPA, and contract manufacturing
Generating, analyzing, and presenting customer service performance metrics to leadership
Conducting daily reviews of department functions and assigning personnel
Fulfilling audit requirements from internal, external agencies, or customers
Driving new product launch requirements and project initiatives
Analyzing complex customer issues, identifying root causes, and developing solutions
Adhering to AbbVie culture and values
Completing quality, regulatory safety, and compliance training
Overseeing audit documentation requirements