Customer Service & Order Management Specialist

Company Description

About 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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

Join AbbVie — a global biopharmaceutical leader — and play a critical role in ensuring life-changing medicines reach the patients who need them. As a Customer Service & Order Management Specialist, you will own the end-to-end Order to Cash (OTC) process for Australia's top-tier wholesale and retail pharmaceutical customers; accounts that represent 98% of domestic pharmaceutical sales.

This is a high-impact role where your SAP expertise, CRM capability, and passion for exceptional service will directly drive customer loyalty and supply chain excellence. You'll be a trusted expert across the business, collaborating with sales, logistics, finance, and quality teams and act as the go-to resource for process improvement and operational efficiency.

NOTE: This is a 12 month Max Term Contract opportunity.

KEY DUTIES AND RESPONSIBILITES

• Own end-to-end order management for key wholesale and retail accounts using SAP and the Order to Cash (OTC) process — including order entry, validation, shipment tracking, sales recognition, and reporting across EDI, email, fax, and controlled drug order types

• Manage Salesforce case management, ensuring priority cases are resolved within agreed SLA/KPI metrics

• Resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing with speed and accuracy

• Oversee equipment procurement, delivery, and maintenance coordination to support hospital patient care requirements

• Analyse order and return data through customer scorecards and KPIs to identify trends and drive continuous improvement

• Lead and participate in process improvement initiatives, leveraging analytics to enhance efficiency and customer satisfaction

• Collaborate cross-functionally with sales, supply chain, finance, and quality to optimise orders, returns, and new product launches

• Act as Subject Matter Expert and On-the-Job Trainer (OJT) for customer service policies including orders, returns, and support services

• Drive AbbVie project initiatives including customer/product divestiture, discontinued products, and pipeline management

• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.

• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.

• Adhere to AbbVie’s internal codes of conduct and compliance processes.

• Other ad hoc duties, as requested.

Qualifications

• 3–5 years of experience in customer service, order management, or a related operations role

• Demonstrated experience with SAP (SD module preferred) and Order to Cash (OTC) processes

• Proficiency in CRM systems (Salesforce preferred) and MS Office 365

• Strong analytical and problem-solving skills, including root cause analysis

• Excellent written and verbal communication, active listening, and stakeholder management skills

• Ability to work independently and cross-functionally, including with executive-level stakeholders

• Experience in the pharmaceutical, life sciences, FMCG, or healthcare industry

• Familiarity with controlled drug ordering, serialised products, or regulatory compliance requirements

• Experience with SharePoint, reporting tools, or process automation

Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

Additional Information

AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing CareersANZ@abbvie.com or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.

WAYS WE WORK

• All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.

• Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.

• Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.

• Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.

• Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers.

• AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws.

• All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law.

• Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal.

• AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion.

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