Customer Service Analyst
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Maidenhead, England
- Corporate
- Hybrid
- Full-time
About AbbVie
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. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
Reporting to the Customer Service Manager, the Customer Service Analyst will:
- Create new Customer setup requests and give the first stage approval for new accounts.
- Initiate and approve amendments to existing accounts.
- Be responsible for front line support for blocked customer orders, involving contacting customers and managing the order block removal through SAP
- Handle Customer Complaints in the first instance
- Generate proforma invoices when required
- Receive general customer enquiries and work to resolve where possible
- Contact customers to obtain information as required
- Communicate with internal departments, sales teams and customers to complete order processing functions
- Liaise with the BPO (Business Process Outsourcing) and FSS (Financial Shared Services) departments to ensure all areas of the sales order are accurately recorded and processed
- Support the training of new starters
- Responsible for understanding and complying with all company policies and procedures
- Other responsibilities as assigned by Supervisor
Strong Customer service experience required
- Must be confident talking to customers on the phone
- Customer complaint handling experience preferred
- Excellent communication skills (Orals and Written)
- Prior SAP experience preferred
Systems
- SAP
- Microsoft Suite, including, good competence in Excel is a requirement for this role
Business Knowledge
- Customer Service
- Pharmaceutical Industry background (preferred)
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
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Pay Range: $
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Where We Work
Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.