Customer Service Rep VI

Customer Service Representative

Customer service embraces the responsibility of making a remarkable impact on people's lives through best-in-class service levels and efficient business solutions. The CSR is responsible for supporting domestic, middle-tier customers (daily orders in the hundreds of thousands of dollars range). Day-to-day order management utilizing the Order to Cash process to drive order deliverables to ensure on-time and complete delivery of crucial medicines to customers. Timely research and resolution for customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing.

This role collaborates with business partners throughout the organization to drive customer loyalty and achievement of the company's sales / revenue objectives by achieving the highest level of operational effectiveness and delivering exceptional customer service.

Responsibilities

• Provide first and second tier product support via phone, email, online web tools.
• Oversee product support phone queue to ensure service level is met, which will require answering calls as needed.
• Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.
• Review and distribute offline responsibilities.
• Create and/or update training and reference guides. Conduct call quality and case reviews.
• Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.
• Act as Subject Matter Expert in basic customer service functions including free of charge orders donations, product requisitions, PAF emergency orders, product replacement, and Account Maintenance requests. Support continuous improvement system enhancements.
• Understand and create working relationships with all levels of personnel (Commercial, Customer Master, Receivables management, Warehouse Operations, Pricing, Distribution, Transportation, third party vendors, sales force).
• Create new customer accounts and modify customer profiles in Data Stewardship Platform, customer master, credit application, class of trade (COT).

Qualifications

• Associates Degree Required or relative experience.
• 3-5 years' experience in Customer Service related field.
• Salesforce, Excel, SAP, Power BI, Windows based applications experience highly recommended.
• Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals.
• Must be detail oriented and quality focused as well as analytical and resourceful with an ability to plan, prioritize and organize multiple projects.
• Exceptional written & verbal communication skills, and conflict resolution
• Outstanding time management skills with proven ability to complete tasks and assignments on time.
• Ability to thrive in a fast-paced and dynamic environment, working with many cross-functional applications.
• Strong sense of duty and pride in resolving customers' technical issues, showing sincere caring and empathy.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.
• This job is eligible to participate in our long-term incentive programs

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: abbvie.com/join-us/reasonable-accommodations.html