Job Description

The Customer Service Representative will provide Best in Class customer service and support to Direct to Physician (DTP), wholesalers, pharmacies, and hospitals. These objectives will be accomplished by processing orders through EDI, phone, e-mail, and fax. This representative will also communicate directly with stakeholders including customers, sales force, and internal departments. Additionally, the representative will resolve customer complaints and interact with the warehouse and transportation teams to resolve inquiries regarding shipping discrepancies.

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, and reporting for various order types; phone, fax, OD tool/email, EDI.

Process Luprolink, customer inventory management system (orders, history, reports)

Act as an advocate for the customer to resolve service problems quickly.

Establish and maintain positive working relationships with internal departments such as receivables, pricing, marketing, returned goods, warehousing, and transportation to ensure smooth operations.

Collaborate with customers and AbbVie personnel to establish mutually agreeable lead-times for product delivery and schedule activities to consistently achieve those lead-times.

Investigate customer discrepancies and ensure inquiries are processed and managed efficiently and closed in a timely manner.

Identify and evaluate cost-effective opportunities to streamline operations, enhance customer service, and minimize operational expenses. 

Complete/apply all quality, regulatory, safety, and compliance training.