Customer Service Representative

Customer Service Associate is responsible for supporting 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. This role collaborates with business partners throughout the organization to drive customer loyalty and achievement of the company's sales and revenue objectives by attaining the highest level of operational effectiveness and delivering exceptional customer service.

• Process revenue‑generating customer orders including order entry, order status, document creation, order release tracking through order validations, IDOC error resolution, shipment tracking, sales recognition, document management for various order types (EDI, fax, e‑mail, 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; apply 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 for superior customer service including new customer requirements.
• Other duties as assigned by leadership team.
• Compliance: adhere to core behaviors and demonstrate All for One Abb Vie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real; complete all quality, regulatory safety and compliance training; support audit documentation requirements for internal quality, external regulatory agencies and/or customer.

• Bachelor's degree, preferably in business, or minimum of 2 years customer service‑related experience.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices and their application.
• Proficient in relevant software, Microsoft Office (Excel, Word), ERP/SAP, SharePoint, customer feedback system.
• 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.

• Compensation range: base pay range based on job grade; actual compensation may vary by location and company discretion.
• Comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• Eligibility to participate in short‑term incentive programs.

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.