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

Analyst, Customer Service

Saint-Laurent, Canada Req ID 2207720 Category Supply Chain & Materials Management Division AbbVie

Joining AbbVie means, you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 92% of our employees are proud to say they work for AbbVie.

When choosing your career path, choose to be remarkable.

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, in addition to products and services across its Allergan Aesthetics portfolio.

Provides excellent customer support by analyzing, processing and responding to external customer and internal teams inquires. Processes orders and inquiries as needed, including those received via phone, fax and email. Processes returns & answer inbound/outbound phone calls.

Reporting to Customer Service Manager, the Customer Service Analyst will:

  • Process sales orders.
  • Create customer setup requests
  • Ensures timely accurate processing of sales orders and maintenance renewal orders
  • Receive customer inquiries
  • Communicates with customers to obtain information as required
  • Generation of weekly and monthly reporting and tracking of key metrics
  • Understanding of revenue recognition requirements
  • Maintain pricing control points
  • Coordination with Sales, Trade Team, Clinical Care, Customer Relations, Patient
  • Engagement, Inventory Management, Transportation, 3PL, Quality Assurance, Pricing and Contract, Area Financial Services (AFS), Local Finance Central Services, necessary to maintain a high level of customer satisfaction.
  • Advise customers on product availability and inventory status. Assist the sales team with account inquiries and problems involving product quality, traffic carrier concerns, product availability, pricing and billing.
  • Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.
  • Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to, and training records are maintained and controlled according to validated procedures.
  • Maintain knowledge of published price lists, calculators and quote policy for all orders.
  • Communicates and coordinates with internal departments, sales teams and customers to complete order processing functions.
  • Coordinates with the new Distribution 3PL in order to meet customer delivery requirements
  • Process order modifications, obtains necessary price approvals and generates PO and supporting documentation required for all orders
  • Researches and maintains data in systems
  • Identifies and resolves order processing and systems related issues
  • Process Synagis orders and answer all inquiries from nurse coordinators. Maintains integrity of Synagis tracking system which involves processing shipments and respecting delivery agreements with appropriate follow-up.
  • Process all RGA’s, inquiries and complaints.
  • Other responsibilities as assigned by the Manager
Qualifications:

Qualifications

  • Cegep degree preferred (or equivalent degree)
  • 2-3 years of customer service experience required
  • French & English must be at advanced level, oral and written.
  • Excellent phone skills. Capable of prioritizing multiple tasks and work well under pressure.
  • Proficient in using MS Office Suite (especially Excel) and all related new technologies in relationship to the role and the work environment.
  • Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
    Comfortable and efficient working in a matrix structure environment.
  • Pharmaceutical industry background preferred
    SAP experience preferred
  • AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

    Covid vaccination new hires amendments:

    Full vaccination against COVID-19 is a condition of employment for this position, with possible accommodation for validated exemptions, within the limits of applicable legislation. AbbVie employees are also required to comply with any COVID-19 related external requirements, including any testing requirements, applicable to their work activities outside AbbVie premises (for example, travelling and visiting stakeholders and customers).

     

Travel: No
Job Type: Experienced
Schedule: Full-time
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