Customer Service Analyst (12-Month Contract)

Job Description

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.

Key Responsibilities

Reporting to the Customer Service Lead or Supervisor, the Customer Service Analyst will:

• Process sales orders.
• Ensures timely accurate processing of sales orders.
• Receive and process customer inquiries in a timely fashion.
• 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 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
• Other responsibilities as assigned by the Manager
• Process all Returns, inquiries and logistical complaints.

Qualifications

Systems

• Knowledge of Sales and Distribution Enterprise Software (SAP, Oracle)
• Microsoft Suite, including, basic Excel

Business Knowledge

• Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
• French & English speaking skills mandatory. Must be able to read and write in French language.
• Pharmaceutical Industry background
• Excellent phone skills. Capable of prioritizing multiple tasks, and work well under pressure

Technical Knowledge

• Basic understanding of business

Qualifications

• 2 year degree in Business or Office Management preferred
• 2-3 years of customer service experience required
• Excellent communication skills (Oral and Written)
• Pharmaceutical industry background preferred
• Prior SAP experience strongly preferred
• Experience working in a service driven customer focused environmentBilingual proficiency in French and English, both written and spoken.

AbbVie aims to offer a French-speaking workplace in Quebec and has made efforts to limit English requirements. However, advanced English skills are essential for this role because the position involves working with English-speaking employees, clients, and regions outside Quebec.

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.

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