The Customer Service Specialist is responsible for supporting top-tier domestic customers including wholesale & retail accounts representing 98% of domestic pharma sales. Day-to-day order management utilises the Order to Cash process to deliver deliverables to ensure on-time & complete delivery of crucial medicines to customers. The role requires timely research & resolution for customer inquiries related to shipping, pricing discrepancies, product returns, & credit processing to reflect the highest level of operational effectiveness & deliver exceptional customer service. It drives collaboration with business partners throughout the organisation to ensure customer loyalty.

KEY DUTIES AND RESPONSIBILITIES

• Ownership of highest-level customers, including order entry, order status, document creation, order release tracking through order validations, shipment tracking, sales recognition, document management, and reporting for various order types: EDI, fax, email, serialised products, and controlled drugs.
• Ability to work in Salesforce case management system efficiently and ensure all priority cases are managed well and closed within agreed metrics. 
• Function as Subject Matter Expert and On-the-Job Trainer (OJT) to support the onboarding/cross training program.
• Analyse order data and trends through Customer Scorecards and KPIs to provide best in class service, implement solutions and drive continuous improvement initiatives.
• Drive AbbVie project initiatives and deliverables to timeline/budget including customer/product divesture requirements, discontinued products, new product launches, pipeline management, and other projects assigned. 
• Oversee the planning, coordination, and execution of equipment procurement, delivery and maintenance to ensure hospitals have the necessary medical devices for patient care.  
• Ability to collaborate effectively with cross functional teams to optimise orders and return processes, identify areas for improvement, implement solutions, and influence others to contribute to the achievement of team goals.
• Utilise analytics to analyse order and return data and identify trends for process improvements. 
• Manage return and troubleshooting complex issues and providing guidance. 
• Lead and participate in continuous improvement initiatives, analysing order and return trends through analytics techniques, and making recommendations to enhance overall efficiency and customer satisfaction. 
• Function as a subject matter expert in Customer Service policies and procedures including orders, returns, and, support services, staying updated with industry trends and market demands. 
• Complete/apply all quality, regulatory, safety, and compliance training. 
• Fulfill audit documentation requirements for internal Quality, external regulatory agencies, and/or customer. 
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
• Adhere to AbbVie’s internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties, as requested.