Customer Service Representative

Company Description

Abb Vie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about Abb Vie, please visit us at  Follow @abbvie on X, Facebook, Instagram, You Tube, Linked In and Tik Tok.

• Process revenue generating customer orders including order entry, order status, document creation, shipment tracking, sales recognition, document management, for various order types: EDI, fax, email, phone, for RX, OTC, control drugs, clinical trials, serialized products, including vaporizers and pumps. Support establishment of and change to customer master data.
• Process free of charge customer orders including order entry, order status, document creation, order release, shipment tracking, sales recognition, and document management for various order types: donation orders, product requisitions, PAF emergency orders, product replacement.
• Process returns according to Terms and Conditions. Critical knowledge and application of Terms and Conditions.
• Support Customer Service Operations project initiatives.
• Support Key Performance Indicators to achieve department service level goals.
• Identify process improvements where applicable for superior customer service including new customer requirements.
• Other duties as assigned by leadership team.
• Compliance:
  • Adhere to core behaviors and demonstrates:
    All for One Abb Vie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real.
  • Complete/apply all quality, regulatory safety, and compliance training.
  • Support audit documentation requirements for internal Quality, external regulatory agencies and/or customer.

• High School Diploma or GED required. Bachelor's degree preferred, preferably in business management.
• 2 years customer service-related experience required.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application preferred.
• Proficient in relevant software, Microsoft Office (Excel, Word), ERP/SAP, highly preferred.
• Ability to interact with all levels of personnel, customers and sales force.
• Analytical and problem-solving skills, proven ability to conduct a root cause analysis to make decisions within the scope of responsibility.
• Ability to multitask, prioritize work, effective time management and organizational skills.
• Ability to work independently and in a team environment.
• Keen attention to detail with a prominent level of accuracy.

• 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.

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.

Abb Vie 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

US & Puerto Rico applicants seeking a reasonable accommodation,  to learn more: