AbbVie - North Chicago, IL
posted 2 months ago
Full-time - Mid Level
North Chicago, IL
Chemical Manufacturing
About the position
The Customer Service Supervisor at AbbVie plays a crucial role in overseeing daily domestic customer service operations, ensuring compliance with regulatory standards, and leading a team of 3-12 direct reports. This position is focused on delivering exceptional customer service while driving team performance and operational efficiency within the Returns, Credits, and Debits Operation team. The supervisor is responsible for resolving customer inquiries, managing performance evaluations, and implementing process improvements to enhance service levels and customer satisfaction.
Responsibilities
- Administer day-to-day activities of customer service.
- Conduct regular performance evaluations and provide constructive feedback to help team members grow.
- Supervise, mentor, and guide a team of customer service representatives.
- Ensure compliance with internal policies and regulatory requirements.
- Lead the resolution of customer inquiries related to returns, credits, and debits.
- Identify potential risks in the returns, credits, and debits processes and develop strategies to mitigate these risks.
- Develop return on investment statements and manage continuous improvement projects.
- Evaluate Key Performance Indicators (KPI) results to achieve business objectives.
- Oversee the SAP Order-To-Cash process, ensuring accurate processing of orders.
- Stay updated with industry trends and integrate innovative solutions.
Requirements
- Bachelor's degree, preferably in business, training, or related field.
- Minimum of 5-8 years customer service-related experience.
- At least 5 years' experience in Customer Service leadership or equivalent.
- Knowledge of current Good Manufacturing Practices (cGMP) and FDA regulations.
- Proficient in Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, and SharePoint.
Nice-to-haves
- Experience in strategic thinking and problem-solving.
- Ability to lead multiple projects and track action items.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid holidays
- Paid time off
- Vision insurance
