Customer Service Supervisor (Hybrid)

AbbVie - Florham Park, NJ

Full-time - Mid Level

Florham Park, NJ

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 customer service representatives. This position is focused on delivering exceptional service levels and efficient business solutions while fostering a culture of innovation, inclusion, and integrity. The supervisor will manage a team of 3-12 direct reports, guiding them in resolving customer inquiries related to returns, credits, and debits, and ensuring adherence to internal policies and industry regulations.

Responsibilities

• Administer day-to-day activities of customer service operations.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Supervise, mentor, and guide a team of customer service representatives.
• Ensure compliance with internal policies and regulatory requirements in returns, credits, and debits operations.
• Lead the resolution of customer inquiries and issues related to returns, credits, and debits.
• Identify potential risks in processes and develop strategies to mitigate them.
• Present continuous improvement requisitions to business review boards.
• Develop return on investment statements and manage continuous improvement projects.
• Identify, implement, and monitor process improvements for operational efficiency.
• Evaluate Key Performance Indicators (KPIs) to achieve business objectives.

Requirements

• Bachelor's degree, preferably in business or a related field.
• Minimum of 5-8 years of customer service-related experience.
• At least 5 years of experience in customer service leadership or equivalent.
• Knowledge of current Good Manufacturing Practices (cGMP) and FDA regulations.
• Proficient in Advanced Microsoft Office (Excel, Word), ERP/SAP, and SharePoint.

Nice-to-haves

• Experience in strategic thinking and problem-solving.
• Ability to lead multiple projects and track action items effectively.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance