Manager, Section Customer Service

The Manager of Customer Service is responsible to support the planning, implementation, and execution of all Customer Service strategies and activities for the business assigned. Support U.S. Pharma and Retail sales to various distribution channels. Guarantee that the Customer Service staff will excel at representing AbbVie to our customers by ensuring the personnel qualification and training are adequate. Expected to support customers and patients through uninterrupted service by use of technologies and contingency planning. Responsible for meeting KPIs related to service levels, call waiting, complaint resolution, product recall, and returned goods. Ensure compliance with finance policies and government regulations including Sarbanes-Oxley (SOX), FDA, and DEA. Uphold AbbVie Culture and support culture activities for Customer Service.

• Identify, develop, and retain effective supervisors, and representatives through leadership and direction of training, mentoring, and career development as well as ensure effective and timely use of AbbVie performance tools. Support succession plan to meet department and company needs as well as focus on growth plans for individuals. Oversee hiring, promotions (competitive and non-competative), work improvement initiatives, annual performance evaluations and merit increases for area of responsibility, as well as responsible for identifying need and hiring from temporary services.
• Support order management and return goods vendor interactions related to new product introductions.
• Proven written and verbal communication skills are required because the Manager will have direct contact with AbbVie customers and all level of internal customers.
• Identify, research, and employ technology and initiatives pertaining to changing customer expectations.
• Responsible for oversight of returned goods (including basic knowledge of recalls) and the safe effective destruction of AbbVie products at a reverse logistics service provider. Maintain vendor relationship and responsible for searching out secondary or new vendors.
• 5 years of proven supervisory experience in a Customer Service environment or a related area that has customer contact experience[WM1]. Pharmaceutical or related healthcare experience preferred.
• Proven ability to analyze information, collect data and draw valid conclusions, recommend, and implement appropriate actions. Must be able to plan and manage projects, clearly define problems, and recommend methods, procedures, and techniques for resolution. Responsible for representing AbbVie in coalitions that provide take back activities in U.S. markets such as California and Washington
• BS/BA degree in related fields (Finance, Supply Chain) is preferred to ensure that the Manager has an extended understanding of Pharma business activities. Equivalent experience is acceptable with business knowledge of private label/generic/contract manufacturing, bulk or finished goods.
• Review and authorize customer credits and debits and must ensure effective procedures are in place for customer pricing reviews and approvals.
• Proven knowledge of Order to Cash business systems and process. Knowledge of cGXP, FDA, DEA, SOX and other regulatory requirements.
• Support business strategy of service offerings, service levels, processes, and procedures to ensure no impact to patients due to order execution and delivery of available AbbVie products. Support strategy, review, and execution of Business Continuity. Impact to the Order To Cash (OTC) process of allocation/disposition of orders is critical to the revenue of the company and service levels to AbbVie Customers and Patients. Provide clear oversight of effective day to day operations.
• Interact with AbbVie Commercial and Supply Chain, recommend and implement strategies impacting Customer Service. Execute implementation for key programs and system enhancements to support sales and service.

AbbVie is an equal opportunity employer including disability/vets. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.