Customer Service Supervisor (Hybrid) - 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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels and efficient business solutions we create together.  This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do.

The Customer Service Supervisor is responsible for team of 3-12 direct reports for daily domestic customer service operations oversight/support of personnel to ensure compliance with regulatory, Environment, Health & Safety (EHS), training, team performance and objectives. Driven by our dedication to innovation, inclusion, and community service, and grounded in unwavering integrity, you play a crucial role in our mission to deliver excellent customer service.

As a Supervisor within our Returns, Credits and Debits Operation team, you will have a significant impact by ensuring top-tier service levels and providing efficient business solutions. Lead team performance /resolution of customer inquiries related to shipping, pricing discrepancies, product returns, EDI, contract manufacturing/Supply Agreement account management process, logistic planning, customer forecasting, SAP Order- To-Cash and credit/debit approvals.

This role collaborates with business partners throughout the organization to drive customer loyalty and achievement of the company’s sales/ revenue objectives by delivering exceptional customer service to Key Performance Indicators

Responsibilities:

Administer day-to-day activities of customer service:

• Conduct regular performance evaluations and provide constructive feedback to help team members grow, along with recommendations for merit and goal planning/measurement. Provide management with employee performance results, performance improvement plan, coaching and career path opportunities.
• Supervise, mentor, and guide a team of customer service representatives, ensuring they have the necessary training and resources to perform at their best.
• Ensure all returns, credits, and debits operations comply with internal policies, regulatory requirements, and industry standards, including Environmental, Health & Safety (EHS) regulations, DEA and FDA regulations. Oversight for customer service business processes and systems.
• Conduct regular performance evaluations and provide constructive feedback to help team members grow.
• Lead the resolution of customer inquiries and issues related to returns, credits, and debits, ensuring timely and accurate responses. Identify potential risks in the returns, credits, and debits processes and develop strategies to mitigate these risks, ensuring minimal impact on operations.
• Present Continue Imprivement Requisitions to business review boards. Develop return on investment statements, lead and manages contionues improvement projects and initiatives from concept to fuition and hypercare. Identify, implement, and monitor process improvements to enhance the efficiency and effectiveness of returns, credits, and debits operations.
• Strategy planning and scheduling for department reports to evaluate/measure Key Performance Indicators (KPIs) Evaluate Key Performance Indicators (KPI) results to achieve business objectives and process improvements opportunities
• Oversee the SAP Order-To-Cash process, ensuring accurate processing of orders, management of returns, and approval of credit/debit transactions.
• Stay updated with the latest industry trends and technologies, and integrate innovative solutions to streamline the returns, credits, and debits operation, enhancing overall efficiency and customer satisfaction.
• 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.

• 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
• 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
• The role requires a bachelor's degree, preferably in business, training, or related field.  Minimum of 5-8 years customer service-related experience
• Requires minimum of 5 years' experience Customer Service leadership or equivalent

Key Stakeholders:

Customer Service Operations, Trade/Commerical, Supply Chain, Warehousing & Distribution/transportation, Master Data, Finance, Demand Planning, Sales Force, Receivables Management, Pricing Operations, Track & Trace, BTS, Vendor’s, Human Resources and Legal

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, 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