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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 Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Customer Service Technician (SAP/Training)

Lake County, Illinois Req ID 2202233 Category Supply Chain & Materials Management Division AbbVie

Purpose :
Ensure consistent compliance with external and internal policies/procedures impacting customer service by
coordinating efforts to reduce gaps and improve compliance.
Foster teamwork by coordinating with customer service representatives, trainers, management, project
managers, and other functional areas that impact customer service.
Represent the SAP, IT, and technical needs of the department in various meetings or projects as assigned.

Responsibilities :
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

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