Group Lead, Customer Service Distribution

Customer Service Lead

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 requirements, training, and performance goals.

• Collaborate with Customer Operations management and business partners to support customer loyalty and achieve company objectives.
• Serve as a subject matter expert, on‑job trainer, and frontline escalation point for customer issue resolution.
• Oversee customer master data processes through the Data Steward Platform, EDI, and standard order management from receipt through delivery.
• Manage a range of order types including EDI RX, OTC, controlled drugs, serialized products, export, contract manufacturing, and other special orders.
• Generate, analyze, and present customer service performance metrics to leadership, providing actionable insights and recommendations.
• Demonstrate proven knowledge of SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
• Conduct daily review of department functions, prioritize assignments, and ensure completion within expectations.
• Fulfill audit requirements from internal, external agencies, or customers.
• Drive product launch requirements and project initiatives in collaboration with stakeholders, ensuring deliverables are met on schedule.
• Systematically analyze complex customer issues, identify root causes, and develop well-supported solutions.

• Adhere to Abb Vie culture:
  All for One Abb Vie
  , Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real.
• Complete and apply all quality, regulatory safety, and compliance training.
• Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies, and customers.

• Bachelor’s degree in business or related field, or 3–5 years of customer service‑related experience.
• Knowledge of Good Manufacturing Practices (cGMP), FDA, and regulatory pharmaceutical marketing and manufacturing principles.
• Proficient in Microsoft Office (Excel/pivot, Word), SAP/Fiori, SharePoint, and customer feedback systems.
• Lead and facilitate meetings with cross‑functional teams and vendors.
• Strong decision‑making skills and ability to engage and influence cross‑functional teams to execute complex solutions.
• Analytical and critical thinking skills, conduct root cause analysis, and implement changes.
• Positive change agent with ability to drive a strong collaborative culture.
• Ability to work independently and in a team environment.
• Lead multiple projects, identify risks/gaps, and track action items to meet timelines.

• Paid time off (vacation, holidays, sick), medical, dental, vision insurance, and 401(k) for eligible employees.

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.

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