Customer Service Specialist (part-time 60%)

We are a global, research-based biopharmaceutical company focused on the discovery and development of innovative treatments that address some of the world’s most serious and complex diseases. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care and virology. In addition, AbbVie offers products and services through its Allergan Aesthetics portfolio. Patients in more than 175 countries benefit from AbbVie medications.

AbbVie with headquarters in Chicago, USA, employs over 50,000 employees worldwide. Approximately 250 employees are employed in Switzerland and the AbbVie Switzerland headquarters are located in Cham, ZG.

For more information, visit our website: www.abbvie.ch

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The Customer Service Specialist is mainly responsible for fluent, timely and accurate transaction of incoming customer orders. Responsibilities include keeping relationship with Commercial Teams, Sales Reps, 3PL  & Business Process Outsourcer (BPO), comply with AbbVie policies and Code of Conduct plus SoX controls requirements. The function is office based.

Key responsibilities:

• Guarantee of punctual processing of incoming customer orders
• Invoices to Customers as a back-up for Customer Care Specialist
• Handling enquires for Credit / Debit notes
• Filing of customer orders as a back-up
• Monitoring & co-managing the relationship with 3PL
• Responsible for Congress Invoicing
• Responsible for follow-up transaction of product returns in close relationship with internal QA
• Answering customer calls and provide support (e.g. invoicing, credit and debit memo, deliveries status and partially promotional material)
• Customer set up / changes / maintenance and general Masterdata activities
• Control, entering prices for contract agreements
• Collaborate with BPO with regards to queries about unapplied customer payments; monthly dunning runs and follow-up with customers
• Ensure full compliance to local and global SOPs (Standard Operating Procedures)
• Ensure full compliance to AbbVie policies and Code of Conduct plus SoX controls requirements
• Responsible for planning Duodopa Accessories in JDA in consultation with responsible persons.

Qualifications and experience:

• Solid commercial education
• 3+ years of experience in a Customer Service role/environment
• Preferred experience in Pharmaceutical industry
• Broad experience with systems and tools (SAP S/4 Hana, Microsoft Office etc.)
• Business fluent in German, English and French, Italian is nice to have
• Interaction with shared service centers
• Capable to work cross functionally

Critical skills required for the role:

• High customer orientation
• Ability to communicate adequately at multi-levels
• Multilingual
• Capability to properly support affiliate Commercial Teams and Sales Reps, 3PL
• Ability to effectively interact with shared service center (BPO)

AbbVie is an equal opportunity employer and 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.

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