About AbbVie
AbbVie'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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
Job DescriptionCustomer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels & efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation & inclusion, service to the community, & uncompromising integrity at the heart of everything we do.
The 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 & complete delivery of crucial medicines to customers. This role collaborates with business partners throughout the organization to drive customer loyalty & achievement of the company’s sales / revenue objectives by achieving the highest level of operational effectiveness & delivering exceptional customer service. These partnerships will enable the Customer Service Associate to network & explore career path opportunities from multiple partner areas within the company.
Responsibilities
- 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, 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 AbbVie, 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
- The role requires a bachelor's degree, preferably in business or a 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
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 roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors 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 isearned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable 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 absolutediscretion, consistent with applicable law.
AbbVie 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 https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
Skills Required
- Bachelor's degree (preferably in business)
- Minimum of 2 years customer service-related experience
- Knowledge of cGMP, FDA, and pharmaceutical regulatory and manufacturing principles
- Proficiency with Microsoft Office (Excel, Word)
- Experience with ERP/SAP (including IDOC) and SharePoint
- Familiarity with EDI and customer feedback systems
- Strong analytical and problem-solving skills, including root cause analysis
- Ability to interact with all levels of personnel and customers
- Ability to multitask, prioritize, and manage time effectively
- Ability to work independently and in a team environment
- Keen attention to detail and high level of accuracy
AbbVie Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AbbVie and has not been reviewed or approved by AbbVie.
-
Retirement Support — 401(k) contributions include a dollar-for-dollar match up to 6% plus an additional annual company contribution tied to age and service. Company-paid life insurance and other financial protections further strengthen long-term security.
-
Parental & Family Support — Paid leave programs include up to 12 weeks at 100% for parental leave and separate paid caregiver leave, with eligibility after six months where noted. Adoption and surrogacy reimbursements and family-building resources add further support.
-
Healthcare Strength — Health coverage begins on day one with medical, dental, vision, mental health, and prescription benefits, and preventive care covered at 100%. Options such as HSAs/FSAs and coverage for spouses/domestic partners and children up to age 26 broaden accessibility.
AbbVie Insights
What We Do
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first — for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuroscience, eye care, aesthetics and other areas of unmet need.
