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About the Role
AbbVie is seeking a passionate, customer and patient-centric Initiatives and Solutions Associate for a 6-month contract. This role serves as the initial point of contact for Healthcare Professionals (HCPs), understanding their needs and triaging specialized requests. You will act as the primary point of contact for medicines access programs and their coordination, ensuring a positive customer experience.
Responsibilities
- Independently resolve straightforward customer issues and escalate more complex issues for timely resolution.
- Manage the administration and co-ordinate all aspects of AbbVie’s Medicines Access programs, including the interface with relevant internal and external stakeholders.
- Handle incoming orders and inquiries from various sources, ensuring prompt and satisfactory resolutions.
- Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed.
- Engage with customers using tools like the Five9 phone system, CRM, case management systems, websites, and knowledge management systems to provide seamless interactions and solutions.
- Maintain a consistent and professional customer experience across all communication channels.
- Proactively gather feedback from customers to continuously improve services and actively respond to feedback to enhance customer experience.
- Employ AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in all customer interactions.
- Work with internal teams such as sales, marketing, and technical support to ensure comprehensive responses to customer inquiries.
- Monitor metrics and generate reports to recommend improvements and maintain high service standards.
- Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
- Ensure that adverse events are appropriately captured and forwarded to pharmacovigilance within required timeframes, and support AE reconciliation activities.
- Assist with the management of systems, relevant databases, workflow and documentation for the compassionate supply program to ensure required timelines are met.
- Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
- Adhere to AbbVie’s internal codes of conduct and compliance processes.
- Perform other ad hoc administrative duties as requested.
Requirements
- Pharmaceutical industry knowledge
- Frontline customer management experience is desirable
- Report preparation and business analysis experience
- Knowledge of pharmaceutical regulations and compliance
- Understanding of medical terminology
- Familiarity with CRM systems or other access portals
- Understanding of supply chain management and HCP & patient support programs
- Ability to be calm under pressure and in dealing with difficult customer situations
- Excellent time management, verbal and written communication skills
- Problem solving & decision-making skills
- Conflict resolution & negotiation skills
- Microsoft office and CRM management skills
- Strong attention to detail with analytical and data driven mindset
- Flexibility to occasionally participate in business meetings outside of standard hours to ensure effective collaboration within a global team.
Skills
- Customer service
- Communication
- Problem-solving
- Time management
- CRM systems
- Microsoft Office
- Data analysis
Location
- Mascot
- Sydney CBD
Work Type
- Contract
- Full-time
Experience Level
- Workday Global Grade: 14
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 operating with integrity, driving innovation, transforming lives, serving our community, 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.