Job Description
Reporting to the Customer Service Manager, the Customer Service Analyst will:
* Create new Customer setup requests and give the first stage approval for new accounts.
* Initiate and approve amendments to existing accounts.
* Be responsible for front line support for blocked customer orders, involving contacting customers and managing the order block removal through SAP
* Handle Customer Complaints in the first instance
* Generate proforma invoices when required
* Receive general customer enquiries and work to resolve where possible
* Contact customers to obtain information as required
* Communicate with internal departments, sales teams and customers to complete order processing functions
* Liaise with the BPO (Business Process Outsourcing) and FSS (Financial Shared Services) departments to ensure all areas of the sales order are accurately recorded and processed
* Support the training of new starters
* Responsible for understanding and complying with all company policies and procedures
* Other responsibilities as assigned by Supervisor
Qualifications
Strong Customer service experience required
* Must be confident talking to customers on the phone
* Customer complaint handling experience preferred
* Excellent communication skills (Orals and Written)
* Prior SAP experience preferred
Systems
* SAP
* Microsoft Suite, including, good competence in Excel is a requirement for this role
Business Knowledge
* Customer Service
* Pharmaceutical Industry background (preferred)
Additional Information
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.
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