Manager, Customer Service

The Manager of Customer Service leads and manages the Customer Service team, ensuring the delivery of high-quality support and services to AbbVie’s Customers, including physicians, retailers, and wholesalers.

Responsible for the planning, implementation, and execution of all Customer Service strategies, supporting U.S. Pharma and OTC (Over The Counter) businesses through various distribution channels.

Ensure that our Customer Service team excels in representing AbbVie to our customers by providing comprehensive training and maintaining high standards of personnel qualifications and team collaboration.

Responsible for maintaining KPI goals related to service levels including but not limited to order management & fulfilment, product returns, call monitoring, and work force management.

Ensure compliance with financial policies and government regulations including Sarbanes-Oxley (SOX), FDA, and DEA.

Uphold AbbVie’s culture and actively support an inclusive workspace that values every team member and promotes collaboration, diversity, and excellence within Customer Service.

Major Responsibilities:

•Develop and implement Customer Service, Commercial and Supply Chain business strategies, services, processes, and procedures to ensure seamless customer and patient experience.

•Leverage strong business acumen to make informed decisions, optimize processes, and drive strategic initiatives that enhance customer satisfaction and operational efficiency.

•Oversees Order to Cash processes, including efficient and timely order management and allocation. Streamline workflows, minimizing disruptions, and maintaining high service levels to meet revenue targets.

•Lead and facilitate meetings and projects across all levels of the Commercial, Trade and Supply Chain departments.

•Research, identify, and implement business solutions and technologies that address evolving customer expectations.

•Oversee the returns process ensuring efficient handling and resolution of returned goods, including Standard Returns and Recalls. Managing the relationship with the returns processing vendor, ensuring compliance with agreements, and optimizing the returns workflow, including the development and continuity of current and future Master Service Agreements (MSA) and Statement of Work (SOW).

•Oversees all aspects of people management, including implementing recognition programs, ensuring accurate compensation, creating and monitoring succession and development plans, coaching and mentoring, setting goals and conducting annual performance-based merit reviews. Additionally, must be able to identify, develop, and retain talent.

•Responsible CS Operations Analytics for collaboration of AbbVie SharePoint and operations including Customer Service KPI, Metrics, metrics, Product Availability Report, ad-hoc reporting requirements. and task assignment scheduling.  Monitor and evaluate actual monthly performance results to Customer Operations leadership and presenting in the global business review process.

•Demonstrates advanced analytical thinking and problem-solving abilities. Has the capacity to analyze high-complexity problems, synthesize information from various sources, and develop creative and optimal solutions. Recognizes the vital role of customer service.

•Champion financial initiatives, review and recommend continuous improvement projects, support change requests. Act as a change agent to drive the reduction of order/return touches and enhance operational efficiencies.

•Foster culture of inclusivity, actively listen to team members, drive continuous improvements, and maintain a healthy and positive workplace environment.

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