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Customer Service Technician - Return Lead

Employer
AbbVie
Location
Lake County, Illinois
Start date
Oct 21, 2021

Job Details

About AbbVie
AbbVie’s mission is to discover and deliver innovative medicines 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: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

 

  • Over see Internal and external audit requests within Customer Service.
  • Act as a Product Return Lead by executing the following:
    • Build solid business relationship with 3rd party return vendor as primary contact and Subject Matter Expert (SME) for return activities.
    • Facilitate meetings with return vendor and internal groups to discuss outstanding issues, future enhancements, T&C for new products, Key Performance Indicators (KPIs), and business reviews.
    • Utilize analytical skills to generate reports, present materials, and act as a Subject Matter Expert (SME) for return table and file transfer.
    • Provide exceptional communication skills (both verbal and written) to all levels of personnel
  • Must have mastered transactional activities in SAP
  • Responsible for representing AbbVie customer service at all levels and is largely self-directed, act as a subject matter expert for many corporate initiatives to ensure project activities are integrated and align with business needs and corporate and divisional standards.
  • Ability to network with other functional areas to customize existing programs. Anticipate upcoming needs for customer service and develop strategies to prevent problems.
  • Provide business expertise for SAP, and IT support for department personnel, vendors, and projects as assigned. Ability to troubleshoot and execute problem solving with minimal supervision.
  • Establishes and maintains productive relationships with all levels of personnel.
  • Participate in and/or coordinate audit responses. Works with minimal management direction.
  • Represent the customer service department’s interest at various meetings within the company, with customers, and vendors. company, with customers, and vendors.
  • Assist in the requirements gathering, development, user acceptance testing, and provide evaluation of SAP, other systems, or phone management for changes or implementations.
  • Interact with teams in developing and revising procedures that are customer service driven to ensure efficiency and accuracy for order to cash activities.
  • Create and provide extensive reports for planning, finance, demand planning, and management to monitor and perform root cause analysis for financial activities, inventory control, and key performance indicators.

Qualifications
  • Bachelor’s degree preferred (business, IT, training, or related field)
  • Must have 3-5 years experience as Customer Service Representative II or Customer Service Representative I or related fields that would impart a Subject Matter Expert level of SAP transactional knowledge and customer service operating procedures.
  • Proven leadership ability with excellent communication skills, including listening, verbal presentation, and written communications with persons at all levels. Would prefer some experience in writing operating procedures and using project management tools.
  • Strong issue identification with problem analysis and solution development skills with proven ability to relate problems well to support organizations and collaborate for creative/innovative solutions.
  • Strong workload management and organizational skills with demonstrated adaptability to changing business priorities. Must be able to work with minimal management direction.
  • Demonstrated team player with ability to develop working relationships with persons at all levels.
  • Strong planning skills coupled with necessary knowledge of AbbVie supply chain, commercial, financial, and quality activities.
  • Manager, Customer Service; Training and Project Management Lead

Significant Work Activities
N/A
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
IC
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.

Company

AbbVie’s mission is to discover and deliver innovative medicines 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: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, and YouTube.

Stock Symbol: ABBV

Stock Exchange: NYSE

Company info
Website
Phone
1-800-255-5162
Location
1 North Waukegan Road
North Chicago
Illinois
60064
US

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