Group Lead, Customer Service Distribution
AbbVie
August 18, 2026
Remote friendly (Waukegan, IL)
United States
$75,000 - $142,500 USD yearly
Operations
Customer Service Lead: Business process oversight of daily customer service operations; provide team support to internal/external stakeholders to ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency projects.
SME for SAP, customer operations processes, and cross-functional areas across OneHUB Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team KPI/metric issues tied to Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes; drive continuous improvements.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Serve as SME, on-the-job trainer (OJT), and front-line escalation point.
- Oversee customer master data via Data Steward Platform, EDI, and order management (from receipt to delivery); manage order types including EDI (RX/OTC/controlled drugs), serialized products, controlled drug monitoring, stock transfer, CMAF billing, export, TOPA, and contract manufacturing.
- Generate/analyze/present customer service performance metrics with actionable recommendations.
- Apply expertise in SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
- Conduct daily function reviews and staffing/prioritization.
- Fulfill audit requirements.
- Drive new product launch requirements and initiatives to meet schedules.
Compliance:
- Complete quality, regulatory safety, and compliance training.
- Oversee audit documentation for internal/external/regulatory/customer audits.
Qualifications:
- Bachelor’s degree (prefer business/related) or 3–5+ years customer service experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical marketing/manufacturing principles.
- Proficient with MS Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, customer feedback systems.
- Lead/facilitate cross-functional and vendor meetings.
- Strong decision-making, influence, analytical/root-cause skills, and change leadership.
Benefits (as stated):
- Paid time off; medical/dental/vision insurance; 401(k) (eligible employees); eligible for short-term incentive program.
SME for SAP, customer operations processes, and cross-functional areas across OneHUB Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team KPI/metric issues tied to Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes; drive continuous improvements.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Serve as SME, on-the-job trainer (OJT), and front-line escalation point.
- Oversee customer master data via Data Steward Platform, EDI, and order management (from receipt to delivery); manage order types including EDI (RX/OTC/controlled drugs), serialized products, controlled drug monitoring, stock transfer, CMAF billing, export, TOPA, and contract manufacturing.
- Generate/analyze/present customer service performance metrics with actionable recommendations.
- Apply expertise in SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
- Conduct daily function reviews and staffing/prioritization.
- Fulfill audit requirements.
- Drive new product launch requirements and initiatives to meet schedules.
Compliance:
- Complete quality, regulatory safety, and compliance training.
- Oversee audit documentation for internal/external/regulatory/customer audits.
Qualifications:
- Bachelor’s degree (prefer business/related) or 3–5+ years customer service experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical marketing/manufacturing principles.
- Proficient with MS Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, customer feedback systems.
- Lead/facilitate cross-functional and vendor meetings.
- Strong decision-making, influence, analytical/root-cause skills, and change leadership.
Benefits (as stated):
- Paid time off; medical/dental/vision insurance; 401(k) (eligible employees); eligible for short-term incentive program.