Customer Service Analyst

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. 

Customer Service Analyst

• Reporting to the Customer Service Manager.
• Based form our offices in Maidenhead with flexible working options.
• Competitive salary, Bonus and benefits.

Key responsibilities:

• 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

Qualifications & Experience

• Strong Customer service experience required
• Must be confident talking to customers on the phone
• Customer complaint handling experience preferred
• Previous Pharmaceutical experience would be beneficial
• Excellent communication skills (Orals and Written)
• Prior SAP experience preferred

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status.