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:
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.

Managing training plans in learning management systems. 

Create, maintain, and facilitate training materials. 
 

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.

Qualifications:
Bachelor’s degree preferred (business, IT, training, or related field)

Must have 3-5 years’ experience as Customer Service Representative 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. 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.