Customer Service Supervisor

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.

The Customer Service Supervisor is responsible for overseeing a team of 3–12 direct reports and managing daily domestic customer service operations. This role provides leadership and support to ensure compliance with regulatory requirements, Environment, Health & Safety (EHS) standards, training, team performance, and operational objectives.

Supervisory responsibilities include  leading two key pillars of Account Maintenance and Support Services including  Order & Inventory Management, contract manufacturing, lead for the New Product Introduction process and Fiori (SAP) continuous improvement initiatives.

Lead team performance and oversee processes for customer inquiries, order processing, account maintenance requests, pricing discrepancies, product returns, EDI, logistics planning, customer communications, KANA triage and response, Fiori/SAP Order-to-Cash, and credit/debit approvals, ensuring efficient and high-quality service delivery.

Responsibilities

• Execute employee performance reviews, talent assessments, goal strategy planning and measurement. Provide management with employee performance results, performance improvement plan, coaching and development career path opportunities.
• Execute Fill a Job and partner with Talent Acquisition through the hire process, review resumes, interviews, and recommendation for candidate selection.
• Initiate employee cross training programs to ensure quality service.
• Provide oversight of customer service business reporting processes (Product Availability) and systems including Work Force Management, Fiori, SAC, Data Steward Planform (DSP), and Ideawake.
• Present Continuous Improvement -CIR to business review boards including Agile methodology, as author/contributor to CIR prioritization, develop return on investment statements and support project life cycle. Drive objectives include defining scope of business, test requirements for User Acceptance testing  through HyperCare phase.
• Oversee process of orders from initial receipt to delivery. This includes various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, customer orders, control drug  order monitoring, stock transfer orders, CMAF product billing, export, TOPA orders, and contract manufacturing aligned to Supply Agreement.
• Service and partnership to, Executive’s & OTC Leadership, OCM,  AbbVie vendor’s, cross functional stakeholders, customers, and sales force.
• Strategy planning and scheduling for department reports to evaluate/measure Key Performance Indicators (KPIs).  Evaluate Key Performance Indicators results to achieve business objectives and process improvements opportunities.
• Drive deliverables for AbbVie project initiatives,  discontinued products, and new product launch activities.  
• Drive Compliance: Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real Complete/apply all quality, regulatory safety, and compliance training.
• Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies and/or customer.

• Bachelor's degree, preferably in business, training, or related field required. Minimum of 5-8 years’ customer service-related experience.
• Minimum of 5 years' experience Customer Service leadership or equivalent required. 
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
• Proficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback system.
• Ability to lead internal and external meetings, develop/plan strategy of presentation contents.
• Delegate customer service activities to ensure business objectives are achieved to stated timeline.
• Strategic thinking/problem solving, lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

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