AbbVie · 13 hours ago
Manager, Section Customer Service
North Chicago, IL
Full-time
Onsite
Mid, Senior Level
$106K/yr - $202K/yr
5+ years expAbbVie is a company dedicated to discovering and delivering innovative medicines to address serious health issues. The Manager of Customer Service is responsible for leading the Customer Service team, ensuring high-quality support and services to AbbVie’s customers while managing the planning and execution of Customer Service strategies.
BiotechnologyFinancial ServicesHealth CareMedicalPharmaceuticalVenture Capital
Responsibilities
Develop and implement Customer Service, Commercial and Supply Chain business strategies, services, processes, and procedures to ensure seamless customer and patient experience
Leverage strong business acumen to make informed decisions, optimize processes, and drive strategic initiatives that enhance customer satisfaction and operational efficiency
Oversees Order to Cash processes, including efficient and timely order management and allocation. Streamline workflows, minimizing disruptions, and maintaining high service levels to meet revenue targets
Lead and facilitate meetings and projects across all levels of the Commercial, Trade and Supply Chain departments
Research, identify, and implement business solutions and technologies that address evolving customer expectations
Oversee the returns process ensuring efficient handling and resolution of returned goods, including Standard Returns and Recalls. Managing the relationship with the returns processing vendor, ensuring compliance with agreements, and optimizing the returns workflow, including the development and continuity of current and future Master Service Agreements (MSA) and Statement of Work (SOW)
Oversees all aspects of people management, including implementing recognition programs, ensuring accurate compensation, creating and monitoring succession and development plans, coaching and mentoring, setting goals and conducting annual performance-based merit reviews. Additionally, must be able to identify, develop, and retain talent
Responsible CS Operations Analytics for collaboration of AbbVie SharePoint and operations including Customer Service KPI, Metrics, metrics, Product Availability Report, ad-hoc reporting requirements. and task assignment scheduling. Monitor and evaluate actual monthly performance results to Customer Operations leadership and presenting in the global business review process
Demonstrates advanced analytical thinking and problem-solving abilities. Has the capacity to analyze high-complexity problems, synthesize information from various sources, and develop creative and optimal solutions. Recognizes the vital role of customer service
Champion financial initiatives, review and recommend continuous improvement projects, support change requests. Act as a change agent to drive the reduction of order/return touches and enhance operational efficiencies
Foster culture of inclusivity, actively listen to team members, drive continuous improvements, and maintain a healthy and positive workplace environment
Qualification
Required
BS/BA degree in related fields (Finance, Supply Chain, Business) or proven equivalent Customer Service Experience
5 years of proven supervisory experience in a Customer Service environment or a related area that has customer contact experience
Proven knowledge of Order to Cash business systems and process
Knowledge of cGXP, FDA, DEA, SOX and other regulatory requirements
Proven written and verbal communication skills required
Preferred
Pharmaceutical or related healthcare experience with strong Analytics and Innovation
Understanding and knowledge of SAP and ERP systems
Benefits
Paid time off (vacation, holidays, sick)
Medical/dental/vision insurance
401(k)
Company
AbbVie
AbbVie is a biopharmaceutical company focused on immunology, oncology, neuroscience, virology, and aesthetics. It is a sub-organization of AbbVie.
10001+ employees
H1B Sponsorship
AbbVie has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (273)
2024 (190)
2023 (225)
2022 (284)
2021 (186)
2020 (186)
Funding
Current Stage
Public CompanyTotal Funding
$15B2024-02-27Post Ipo Debt· $15B
2023-03-08Post Ipo Equity· $0.25M
2012-12-20IPO
Leadership Team
Robert Michael
Chairman of the Board and Chief Executive Officer
Micah Bregman
Vice President, Global Strategy and Pipeline, Allergan Aesthetics
Recent News
2026-01-23
2026-01-20
2026-01-20
Company data provided by crunchbase