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About the Role

The Distribution and Order Management Specialist supports top-tier domestic customers, managing the Order to Cash process to ensure timely and complete delivery of medicines. This role involves researching and resolving customer inquiries regarding shipping, pricing, returns, and credits, while fostering collaboration to enhance customer loyalty.

Responsibilities

• Ownership of highest-level customers, including order entry, order status, document creation, order release tracking, shipment tracking, sales recognition, document management, and reporting for various order types.
• Efficiently manage priority cases within the Salesforce case management system.
• Function as a Subject Matter Expert and On-the-Job Trainer for onboarding and cross-training programs.
• Analyze order data and trends using Customer Scorecards and KPIs to provide superior service and drive continuous improvement.
• Drive AbbVie project initiatives and deliverables, including customer/product divestitures, product discontinuations, new product launches, and pipeline management.
• Oversee the planning, coordination, and execution of equipment procurement, delivery, and maintenance for medical devices.
• Collaborate with cross-functional teams to optimize orders and return processes, identify improvements, and influence others.
• Utilize analytics to analyze order and return data, identify trends, and implement process improvements.
• Manage and troubleshoot complex return issues, providing guidance.
• Lead and participate in continuous improvement initiatives by analyzing order and return trends and making recommendations.
• Act as a subject matter expert in Customer Service policies and procedures, staying updated on industry trends.
• Complete all required quality, regulatory, safety, and compliance training.
• Fulfill audit documentation requirements for internal Quality, external regulatory agencies, and/or customers.
• Report any adverse events within 24 hours as per AbbVie's policies.
• Proactively participate in AbbVie’s WHS programs and promote a safe work environment.
• Adhere to AbbVie’s internal codes of conduct and compliance processes.
• Perform other ad hoc administrative duties as requested.

Requirements

• Minimum of 3-5 years of customer service-related experience.
• Excellent written and verbal communication skills, including active listening and empathy.
• Analytical and problem-solving skills with proven ability to conduct root cause analysis.
• Ability to think analytically and strategically regarding customer experience and revenue.
• Ability to make decisions within the scope of responsibility.
• High level of proficiency in MS Office 365, ERP/SAP, and SharePoint.
• Ability to multitask, prioritize work, and manage time effectively with a high degree of accuracy.
• Demonstrated ability to be forward-thinking and develop innovative strategies aligned with AbbVie and customer objectives.
• Ability to build strong relationships with peers and cross-functional partners.
• Ability to work independently and in a team environment.
• Ability to interact with all levels of personnel, including executive leadership, customers, and vendors.
• Flexibility and willingness to occasionally participate in business meetings outside of standard hours due to international, matrixed environment.

Skills

• Order entry
• Order status tracking
• Document creation
• Order release tracking
• Order validations
• Shipment tracking
• Sales recognition
• Document management
• Reporting
• EDI
• Fax order processing
• Email order processing
• Serialised product order management
• Controlled drug order management
• Salesforce case management
• Subject Matter Expertise
• On-the-Job Training
• Customer Scorecards
• KPI analysis
• Continuous improvement
• Project management
• Cross-functional collaboration
• Process optimization
• Return process management
• Problem-solving
• Analytics
• Trend analysis
• Process improvement identification
• Customer Service policies and procedures
• Quality training
• Regulatory training
• Safety training
• Compliance training
• Audit documentation
• Adverse event reporting
• WHS program participation
• MS Office 365 proficiency
• ERP/SAP proficiency
• SharePoint proficiency
• Multitasking
• Prioritization
• Time management
• Organizational skills
• Accuracy
• Strategic thinking
• Relationship building
• Independent work
• Teamwork
• Executive level interaction
• Customer interaction
• Vendor accountability

Location

• Domestic

Work Type

• Max Term Contract

Experience Level

• 3-5 years

About the Company

• 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.
• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers.
• AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws.
• All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law.
• AbbVie is committed to operating with integrity, driving innovation, transforming lives and serving our community.
• AbbVie is committed to fostering an inclusive, flexible, and supportive workplace that values and respects every individual.
• We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion.

Equal Opportunity

• AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual.
• We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion.
• It is AbbVie’s policy to employ qualified persons of the greatest ability.
• We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status.
• Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing [email protected] or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.
• Equal Opportunity Employer/Veterans/Disabled.